Role
Lead UX Designer
Launch
Dec 2025 [pilot]
Core Team
UX Designer [me]
Product Manager
UX Researcher
Program Manager
Technology
iOS
iPad [mini]
Context
At lululemon, human connection is central to the in-store experience. Each day, a Floor Leader is responsible for running the shop floor, guiding the team, and ensuring business goals are met.
However, store operations rely heavily on manual processes. Daily goals are communicated through a physical check-in board completed each morning. Performance metrics including sensitive data are printed and distributed on paper, increasing the risk of misplaced information. Team zoning is assigned verbally at the start of each shift, and break schedules are coordinated manually throughout the day.
My Role
As Lead UX Designer, I was responsible for defining the problem space and shaping the strategic direction of the solution as well as delivering a solution that fit within the complex store ecosystem. I led discovery efforts to deeply understand the Floor Leader role — their goals, responsibilities, workflows, and the operational and emotional challenges they navigate throughout a typical day in-store.
Oppurtunity
The fragmented workflows create operational inefficiencies, limit real-time visibility, and introduce risk in an otherwise high-performing retail environment.Floor leaders were often spending +50% of their store shift on back of house computers, instead of leading the team on the floor, visible to guests and approachable by junior team members. There is a huge opportunity to consolidate tasks and digitize manual processes.
Discovery
Partnered closely with the UX Researcher to create a research plan with both store employees and internal stakeholders to deeply understand the ways of working.
Vision Statement
“Empower Floor Leaders with intentional tools and processes that positively impact operational efficiencies, enabling focus on store success and guest experience.”
Business Goals
- Effectively digitize and automate data collection and sharing.
- Increase efficiency by eliminating printing, paper usage and repetitive, manual tasks.
- Unlock time for Floor Leaders to spend on the floor to focus on guest experience and store success.
- Tailor our solution to meet the specific needs of the Floor Leaders and provide a seamless and intuitive user experience.
- Gain full adoption, adequate support and correct usage of the solution by Floor Leaders.
- Ensure we gaining and maintaining stakeholder buy-in.
Success Metrics
So, following understanding the problem space, I collaborated closely with the core team to define what success looks like.
- Floor leaders spending more time on the floor helping guest & team members.
- Reduction in time taken to complete tasks related to their role.
- Increase in store health, NPS & Pulse survey scoring.
Ideation
Crazy 8’s workshops with stakeholder and Floor Leaders, rapid prototyping, testing with store
staff to iterate towards a north star vision.
North Star
After many rounds of iteration, and validation, I produced a multi feature prototype of the North Star experience to share the vision internally. This secured buy-in and excitement for the product.
Minimum Lovable Product
Collaborated closely with the core team to lead workshops to define first cut of the product. Finding the happy medium of business value and user experience.
Vibe coding [fail]
With the help of Figma AI tools and my wireframes, I explored creating an interactive prototype of the scheduling feature to test with real users. Ultimately it was a fail, as the interaction patterns were too complex and my engineering partners utilized it to build a test environment prototypes that I used instead.
Pliot Solution
We introduced a small fleet of iPad minis to pilot stores across the North American market.
Floor Leaders have the ability to login, view 7 days of store scheduling, customize schedules, update educators on dedicated zones and break time plus get all necessary store data all.
Impact
The platform replaced fragmented, manual workflows with a centralized digital operating system — purpose-built for the pace and complexity of in-store retail.
Labour time repurposed
60 -180 mins reduction per day, per store time Floor Leader’s spend back of house.
Labour time repurposed
45 - 60 mins reduction per day, per store on store opening tasks.
Reduction of breached data risk
No more printed sensitive store sales and target metrics
🫧 Keep in mind - this is an internal tool thats in pilot, so I’ve held back on some detail 🫧