Pandora · via Publicis Sapient · Jan 2024 – Present
Pay, Deliver & Global Markets UX
2+ years leading UX across checkout, delivery, payments and localisation for 20+ global markets.
What I worked on
Deliver — flows shipped
Redesigned the delivery selection UI, store locator map, and confirmation flow. Focused on icon clarity and trust signals.
Defined the UX for pickup-point discovery and selection. Resolved icon misread issue identified in moderated research (4/6 DE participants misread parcel locker vs pickup point).
Designed comprehension UI for orders fulfilling from multiple locations. Validated via Maze unmoderated test.
Threshold meter + delivery status pinned to bag page. Answers 'will I qualify?' before scroll.
Research I ran
From signal to evidence
Clarity heatmaps + Adobe Analytics → located 45–60s hesitation spike
12 moderated think-aloud sessions → UK, DE, LATAM
Maze unmoderated tests → Split Shipment, PUDO icon, badge placement
A/B experiments (5 dimensions) → live production
Design screens — Deliver module
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Outcomes
Measured impact — Deliver
| Metric | Before | After | Impact |
|---|---|---|---|
| C&C CVR (UK) | 36.11% | 43.56% | +20.62% |
| Cart drop-off | 31.5% | 28.9% | −8.0% |
| Checkout completion | Baseline | Post | +22% |
Design system
Component Anatomy & Documentation
Delivered as part of the Gemini Design System — annotated specs, interaction states, and handoff documentation.
States: Default / Selected / Disabled / Error
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Variants: Inline / Pinned / Modal
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Interaction states: Idle / Searching / Selected / Confirmed
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States: Empty / Active / Limit warning / Confirmed
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States: Default / Validating / Success / Error
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Variants: A/B test variants documented
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Process
How I work — Research to production
Clarity heatmaps · Adobe Analytics · Funnel analysis
Think-aloud · 12 sessions · UK · DE · LATAM
Maze · Multi-device · Preference + comprehension tests
5 live funnel dimensions · Adobe + EasyPost tracking
Affinity maps · JTBD framing · Stakeholder readouts to Denmark PMs
Gemini DS components · Annotated specs · Dev QA support
Outcomes
Measured outcomes across Pay & Deliver
Tracked via Adobe Analytics, EasyPost Analytics — UK market, January 2026 launch.
Ethics & compliance