Private Client - The Stylist Toolbox

Project Overview

Private Clients are the most valuable Farfetch customers and have different needs. The Private Stylist who look after these customers currently face a few challenges in their day-to-day to provide luxury experiences.
This initiative will focus on creating efficient back-end operations to make these experiences possible, it aims at building a toolbox for Farfetch Stylits to:

  • help them to engage with their entire customer base with the same level of relavant and customised content that Private Clients expect.
  • scale stylist proposition by relying on AI powered guidance to manage stylist book.
  • bring visibility on value & performance by understanding team and customer performance tapping into automation opportunities.

My Role: UX Project Lead
Leading the direction of User Experience and Development Strategy, managing a small team of product designers, and working with Stakeholders and Product to take the project to completion.

Project Duration: April 2021 - ongoing

Discovery phase | Exploring user needs

In April we started to work on the Discovery phase for Farfetch Stylist tooling & Experience for the team to gain a deep understanding of the area, their different types of users, their goals and challenges to inform Farfetch 2022 roadmap in this area.

I worked in collabortion with the Research team to plan the discovery approach. We carried out a mix of moderated and unmoderated research sessions with Farfetch stylists and their managers across local teams as well as with Private Client leadership. At the end of it we had identified the main areas of opportunities in this space: quick wins vs long term opportunities & areas of investement.

During the discovery phase we also had various ideation workshops with team members and key stakeholders to generate a wide set of ideas representing diverse perspectives and to build consensus on where to put our efforts for 2022.

Design Exploration and Thinking

We are now in the Design Exploration phase where my aim and priority as a Design Lead is that we discover and figure out how the goals of the project can align with the goals of the target audience, and that both sides have a positive outcome from the solution we'll be developing and delivering.

The UX team is starting to work collaboratively with a multi-disciplinary team including Sales, Marketing, Stylists, Managers and leadership and engaging in early exploration of ideas, modelling potential solutions to encourage learning while doing and allowing for gaining additional insight into the viability of solutions before too much time or money has been spent.