Customer Experience | Market Research | Competitor Analysis | Product Brief | Project Management | Product Innovation
As an intern on the GME Product Innovation team, I led design, development, and execution of new product offerings. I developed product documentation, including product roadmaps, product briefs, and project implementation plans. I made critical business decisions based on data analysis, business strategy, and relevant stakeholders. I also helped develop processes for our products to be delivered to the customer and managed the implementation team. By the end of my internship, I had successfully launched and reported on a product in market.
I was instrumental in bringing the principles of design thinking to our team, first running workshops on the methodology itself and then applying it to relevant projects. As a facilitator and colleague, I led our team through a creative process to develop an array of new product recommendations that met near and long term goals.
I also frequently wore a "customer experience hat". For these projects, I analyzed the current customer experience for the brand while redefining the vision for its future. I worked with call centers to create a customer journey map and contextualize the current state of the brand through market and industry research and data analysis. Ultimately, I prepared a package for a consultant to help lead our team in a company offsite geared at revolutionizing our customer experience. The work resulted in three official charters that will drive future CX strategy of the business.
One of these charters involved the development of a mobile application. I sourced, met with, and vetted several third party mobile app design companies and external product vendors before partnering with Chaotic Moon Studios.
I worked diligently across functional groups to collect the breadth of information presented on this journey map. By visualizing all of the touchpoints, the customer experience team was able to more effectively identify pain points and service gaps. This map made it easier for employees with interconnected roles to understand how they can impact the customer in a positive way. It also led to more than 6 changes to customer touchpoint management in under two weeks.
This bundled electricity and Goal Zero speaker product plan was my first go-to-market release. I worked across functional groups to manage and roll out this product into two distinct distribution channels, ultimately resulting in a 10% increase in revenue for Q4.
I was tasked with conceiving a new product for release in Q4 that could meet the goals outlined in the background slide above. Using the principles of design thinking, I led our team through a series of ideation sessions, using focus groups, call center transcripts, and market research as empathy. The VP of the region decided to approve one of the product recommendations for Q4 rollout.