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User mapping

Discovery piece

Service design

Unilever Discovery Journeys

Unilever Discovery Journeys

Mapping the global journey behind Unilever’s consumer-goods creation with 2,000+ actions and 1,000+ employees worldwide to find where the everyday experience could work better.

Mapping the global journey behind Unilever’s consumer-goods creation with 2,000+ actions and 1,000+ employees worldwide to find where the everyday experience could work better.

Timeline

2022/2023

Role

UX Designer

Platform

N/A

Tools

Double Diamond, Personas, Miro

The challenge

The challenge

Unilever’s product-creation process circles more than 2,000 actions and over 1,000 employees, region to region. I joined the discovery and service team to run two discovery journeys into the same macro flow, mapping it end to end and reading it through three lenses to surface where the day-to-day experience breaks down.


Those findings then fed a second design team, turning each opportunity into projects that fix the journey’s tech pain points.

Unilever’s product-creation process circles more than 2,000 actions and over 1,000 employees, region to region. I joined the discovery and service team to run two discovery journeys into the same macro flow, mapping it end to end and reading it through three lenses to surface where the day-to-day experience breaks down.


Those findings then fed a second design team, turning each opportunity into projects that fix the journey’s tech pain points.

Three lenses on the experience

Every stage read through the people doing the work, the process that moves it, and the technology behind it.

Key Deliveries

Key Deliveries

01

Worktools Screening

A full inventory of the software and tools people rely on at each stage, screened for overlap, adoption and friction, showing where the tech stack supports the work and where it quietly gets in the way.

02

Journey Efficiency & Gaps Assessment

An end-to-end read of the macro journey across all three lenses, flagging bottlenecks, hand-off breakdowns and gaps in the experience, measured against the 2,000+ actions that make up the flow.

03

Opportunities & Softwares Prioritasition

A prioritised backlog of improvement opportunities, focused on the tech pain points, handed to the delivery design team to scope into buildable projects for the whole journey.

THANK YOU

THANK YOU

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London, UK