Context
Paris Haussmann flagship undergoing digital transformation.
Risks:
- Legacy retail operations
- Paper-based processes
- Siloed departments (sales, logistics, IT)
- Highly diverse frontline workforce
- Modernization needed without disrupting live store operations
My Role
- Built and managed project design team
- Defined omnichannel service blueprint
- Led discovery strategy across 3 connected products
- Drove change management with frontline staff
Key Decisions
Built design capability inside the project
Structured collaboration with PM, PO, CTO, and Engineering.
Embedded design in roadmap decisions.
Replaced traditional workshops with Lego Serious Play
Made process mapping tangible for non-design stakeholders.
Unlocked alignment where slide decks would have failed.
Designed the system, not isolated features
Created service blueprint connecting Ship From Store, Hands-Free Shopping, and mobile app.
Ensured long-term coherence across initiatives.
Validated in real conditions before scaling
Ran 4-day live pilot in flagship store.
Iterated on real staff behavior, not assumptions.
Shipped Products
Ship From Store
Staff tools enabling in-store fulfillment of online orders.
€300K
Revenue in 3 weeks
x2
Order targets
30-40
Orders in first days
Hands-Free Shopping
Digital concierge service eliminating bag carrying.
80
Journeys in first days
2x
More journeys than targeted
1st
Fully digitalized process among Paris competitors
Mobile In-Store Companion
Connected physical and digital experience.
