Enhancing Shiseido’s Omnichannel Experience
My approach was grounded in a methodical analysis of user behavior. The integration of digital and physical touchpoints was executed with a commitment to authenticity, ensuring a genuine representation of the brand through the user journey. This project exemplifies a strategic fusion of design principles and a nuanced understanding of user expectations.
The Objective
Support Shiseido on its Customer Journey Design and Implementation, leading the whole company to truly be customer-obsessed. Partnered with a research firm, I helped Shiseido enabling a step change in customer experience through leveraging on user research; visualizing the company current activities as a snapshot and outputs and developing measurable actions for all prestige brand units. Driving the Shiseido to become digitally agile and align focus to be customer-centric. Unveiling the Shiseido Customer Journey Map
Embark on an enlightening journey through the world of beauty and skincare as Shiseido unveils its meticulously crafted Customer Journey Map. Delve into the intricate details of how Shiseido enhances the customer experience at every touchpoint, from initial discovery to post-purchase delight. Gain a profound understanding of how Shiseido's dedication to innovation, personalization, and excellence intertwines to create a seamless and unforgettable journey for every individual. Witness the harmonious fusion of art and science as Shiseido redefines the essence of beauty through its captivating Customer Journey Map.
My Responsibilities
Study and digest customer research reports of prestige brands (200+ pages each)
Create a one-page infographic with to display Cutomer Journey and actionable items for brand units
Collaborate with research agency to prioritize and filter the most relevant insights
The Challenges
What senior person would be able to invest his/her own time to read through a 200+ pages report? How can you take such a big report data and insights can be compressed into an infographic that has the most important insights and actionable items? My challenge was digesting tons of data in a short time period; using data and turn them into a “One-Page Cheat-Sheet” for brand directors. Timing was critical as the company was in the middle of the digital strategy roadmap for 2018 season. In only two months, aligning with all key stakeholders, I’ve managed to deliver insightful infographics of Customer Experience Journey Maps to our prestige brands Shisedio, Clé de Peau Beauté, Nars and Ipsa.
Shiseido Group Customer Experience Journey Maps



