Is there a post, or is it the start? Post sales and consumer services product strategy and design delivery

Adidas
2024-25
Senior Designer, leading a team of 3

I led the experience strategy for post-sales and consumer services, identifying key improvement opportunities across the support journey and defining a roadmap in partnership with advanced product teams.

The work focused on redefining support touchpoints based on both consumer needs and operational realities, analyzing where customers encounter friction after purchase and where service teams face inefficiencies. 

Through this process, we mapped critical service bottlenecks and identified opportunities to simplify flows, improve digital support experiences, and better align service interactions with business priorities, by combining different sources of data. We focused on delivery and relentless pursue of consumer support, achieving our benchmarks within the first two months.