App
B2B CMS Platform
Copywriting
Design System
Optimisation Tests
Requirement Gathering
Story/ticket Writing
User Journey Mapping
Wireframing

Projects

Buyers Guarantee
iOS Make Offer in Inquiry
Push Notifications & Centre
Saved Addresses
Unified Inbox
Web Make Offer inquiry

Make Offer in Inquiry

Brief

Seeing that users were contacting galleries to discuss an artwork off-platform, which potentially results in a loss of sale, how could we guarantee the ability to make these offers on the platform with reduced friction and incentives.

Solution

Through customer journey mapping and interviews, it was clear that users were unhappy that they couldn’t bid on ‘inquiry only’ artworks on the platform. Taking this data, we crafted a user journey where a gallery and their customer could interact in prospective sales via our messaging tool, enabling users to make an offer, counteroffer and successfully pursue sale negotiations. In turn, this functionality opened up gallery inventories on the site and increased the percentage of transactive artworks on the platform.

Impact:
Even though it was only recently launched, we saw an increase in profitable inquiries versus inquiry messages. Conversion rates matched existing longer-established buying methods, which show strong signals of uptake week on week.

Buyers Guarantee & Payment Protection

Brief

As a collector trying to buy on Artsy, I have no idea what the value proposition is in using the platform versus buying somewhere else.

Solution

To unlock the solution, I researched the entry points of the user and where the consideration to purchase could begin through data and analytics. After mapping the touchpoints, I looked at how Artsy could pepper trust signals to inform the users earlier on in the purchase journey of the platform's benefits. This project included liaising with the copy and marketing teams to demystify complex business functions and user needs to bring the service on par and to beat industry standards. The solution covered a destination page and changes across the digital footprint of transactional email amends as well as the artwork detail page and checkout journey.

Unified Inbox

Brief

Giving active collectors a central place to handle all their activity to better track their actions and close sales more quickly and easily.

KPI's

Commercial action > purchase conversion, Retention
# counteroffers, # bids and # messages answered

Solution

I firstly mapped and documented all methods of the transaction on the platform to understand what was necessary for the user. Alongside this task, I evaluated the journey of an artwork through the platform via its buying statuses: changing from an offerable artwork to an inquiry, prospective purchase and ultimately order fulfilled.

This research helped me create a universal card design and proposition of functionality in notifying the user of any order status changes, including where they sat on the app and could be interacted.

Status: in dev and to be launched

Design System

Working on the development of a new design system and its adoption throughout the design team and company.