Background

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At Nordstrom, we were passionate about understanding our customers and providing a unique shopping experience. To ensure we met their needs during the holiday season, we ran a series of initiatives including shop-a-longs, lab tests, surveys and in-depth interviews. Through our research, we discovered that many customers wanted to shop for themselves and others at the same time but still keep their purchases separate. To make this possible, we developed an online shopping cart feature with two bags. We tested the feature and launched it in time for the 2020 holiday season.

During this research we also discovered that customers were having difficulty finding the perfect gift for family and friends. While many liked to shop in person they wished there was a better way to find price appropriate gifts, similar to an online gift guide. This led us to initiate gift sections by price within each department so shoppers could easily identify gifts within their price range.

My Role

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Facilitated In-person & Online Shop-a-longs

Observed App Shoppers

Tested Online Improvements

Created Insights

Developed Reporting