Context
Best Companies’ annual client awards event brought together several digital touchpoints, including the marketing site, pre-order store, client dashboard and livestream experience.
I owned the front-end UX/UI and Product Owner responsibilities across the connected journey, working with Marketing, Product and Engineering.
The Design Challenge
The experience needed to account for changing account, order and event states while working within technical dependencies and a fixed live-event deadline.
That meant deciding what could be automated, where manual processes or fallback states were still required, and ensuring customers understood what they could do next.
The Work
Defined customer states and access logic
Designed how the shop, dashboard, communications and livestream experience changed depending on account, order and event status.
Balanced automation with operational reality
Worked through which interactions could be automated and where manual processing, interim states or technical constraints needed to be reflected honestly in the experience.
Mapped connected journey
Planned how customers moved between event information, ordering, account areas and livestream access before, during and after the event.
Designed for changing states
Created UI and content for different order, account and event states so customers always understood what they could do next.
Owned implementation through launch
Worked across front-end delivery, Engineering dependencies, functionality testing, QA and release planning for a live event where failure could not simply be fixed after launch.
