Design – Hendry LLC

09Oct 2017 by Gabe Hendry No Comments

In-Store Interactive Kiosk

Case Study, Design, Information Architecture, Strategy, Wireframing

One thing I have always been interested in is omni-channel crossover and how the web can be used as a customer facing tool in a retail environment or to aid associates assisting shoppers face-to-face. So much of the content that ends up on a website could be extremely beneficial to shoppers who go in store to shop, and tying together what they see online and in store has the potential to greatly improve the overall customer experience. Several years ago, I was asked to consider how we might take the content of a website we were making for a new product line and create an interactive retail experience for our customers to engage with. There were very specific budgets and the work also included creating the overall technical solution.…

Brand, Product & Web Strategy

Case Study, Design, Leadership & Process, Strategy

This represents a large, multi-quarter initiative to create a new loyalty product. I led the creation of the brand identity and was very involved with the overall product strategy. On top of creative direction, product architecture and design, and customer experience, I was in charge of all of the executive communication plan. Building on previous brand architecture and customer learnings, a strategy to further engage product owners post-purchase became a pillar of the clients long-term growth, percent of wallet, and customer retention strategy. While this has product has since evolved, this framework was incredibly helpful on future work as well as effective in sharing the vision and gaining executive sponsorship.

Exploring The Ownership Cycle

Case Study, Design, Information Architecture, Strategy, Thought

The client (a power sports company) was seeking to better understand their customer's vehicle ownership cycle. Based on input from many subject matter experts, third party research studies, and first hand experience as a motorcycle owner, I created a variety of communication aids to help various business members better understand both the company's product ecosystem as well as a representative purchase funnel and ownership cycle.A large piece of this work was to illustrate how the shopping and ownership process was both complex (and average of 21 interaction points just pre-purchase) and omni-channel in nature (customers used online, in-store, third party resources, and other owner's input to inform decisions). By customizing a traditional sales funnel and including an ownership "pyramid" it was much easier to illustrate the various point customers begin their…