BrightHouse

BrightHouse - Your Weekly Payment Store BrightHouse was a UK-based rent-to-own retailer that specialized in home electronics, appliances, and furniture. The company was founded in 1994 and operated over 200 stores across the UK, primarily in smaller towns and communities. BrightHouse offered customers the option to purchase goods on a weekly payment plan, with no deposit required. The payment plan included the cost of the item, plus interest and fees, and customers were required to make weekly payments over a fixed period of time.

Played a pivotal role in reimagining an e-commerce service and content strategy, overseeing the development of a new design system to achieve greater efficiency across all specifications. Collaborated with stakeholders through various workshops, fostering strong relationships while gathering requirements and creating experience maps and service design blueprints. Led the redesign of core products and services, delivering empathy maps, personas, and a blueprint for the design system, ultimately enhancing the user experience of the online credit application process.

Workshop: This is where you start the design thinking process. to derive problem statement(s)

Workshop with the team - Competitor analysis - Heuristic evaluation of the core user journey across various competitors

Shortlisted competitors for further review of their credit application flow 

Conversation Cards are needed for roleplay during design reviews

Empathy mapping session with the core team, all stakeholders involved - know the user first-hand

Identifying Customer/User needs following focus groups & interviews

Workshop: Idea generation & assumption mapping

Workshop: Affinity mapping of the end-to-end user journey

Workshop: Ideation session and role play with core team

Service flow - end-to-end customer journey considering the awareness phase

Paper sketches to validate design thinking

From paper sketches to polished prototypes considering all ideas from the team 

Screens on the wall for a design crit session

Design review and feedback session

Wireframes - Home Page content, layout and ideas

Page Layouts and Patterns

Common Design Patterns for CMS

Proposed Credit Application flow for Design validation

Proposed Design System using Atomic Design Toolkit

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