TODD HOFFMAN - RETAIL UXPERT

How can I help you?

I can assemble the team, tools, and technology to build complete and complex digital solutions or just provide specific expertise as needed. O-A-S-I-S is a project framework I developed early in my consulting career. Today, it serves as a trusty guide for any interactive project I’m working on. Each phase is infused with experience design techniques and skills acquired over my decade developing mobile shopping experiences.

1. Organize

Every hour invested up front will save you hours … and dollars … later on. First step is gathering the right intel with haste, but without bias.

Skills

• Define requirements

• Competitive analysis

• Stakeholder interviews

• Internal resource audit

• Behaviors and biases

2. Analyze

Parsing through the information you’ve collected can be overwhelming without the right training. Leverage my 20 years of customer experience consulting to major retailers, universities, hotel brands, and start-ups.

Skills

• Usability research

• Customer journey mapping

• User stories & personas

• Information architecture

• Contextual relevancy

3. Strategize

How do you create an easy, intuitive path to purchase? By removing doubt from the customer journey. Pairing time-tested UX workflow processes with a keen understanding of behavioral biases paves the way.

Skills

• User flow diagrams

• Timelines & Milestones

• Wireframes

• Master workplan(s)

• Cognitive load reduction
  (aka decision science)

4. Implement

The magic word here is “iterative.” The path to an exceptional digital shopping experience is anything but straight. Continuous vetting with end-users is advised. Rinse and repeat.

Skills

• Iterative prototyping

• Pilot test deployment

• Agile dev (sprints, JIRA)

• QA & User Testing

• Style guides & mood boards

5. Sustain

After the roll-out, now what? The common mistake is to shift attention and resources elsewhere. But the real work has only just begun. Driving adoption and reviewing analytics needs to be ongoing.

Skills

• Accelerate adoption

• Associate training

• Data visualization

• User Analytics

• Advise on iteration