Case Study: John Lewis & Partners

About John Lewis & Partners

John Lewis & Partners is a chain of high-end department stores
operating throughout the United Kingdom, with total revenue close to
£10 billion in 2017.

The Problem

The experience design team had noticed a lack of collaboration and silo’d ways of working within the organisation. We were approached and asked to prepare a bespoke one day workshop for 30 members of staff across various touchpoints (in-store, marketing, digital) to help map out the current user experience of a typical John Lewis customer.

What Did We Do

The outcome from this workshops was to highlight opportunities for different departments to work together, see what was already being actioned and to provide a list of opportunities to improve the existing journey. These experience maps were derived from research done during the workshop with teams building collaboratively and then presenting back to senior members of staff.

Workshop playback

 

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