Iterative Product Development From Concept to Release

Family-owned company Thomann is one of Germany's hidden champions as an e-commerce pioneer. It was founded in 1954 and from 1996 accessible online. They supply millions of musicians worldwide.

My Role

I supported Thomann from 2013–2019 as Head of UX and was part of the e-Commerce Management Team. I contributed to the areas of product design, UX strategy, innovation, conception, design management, service design, and agile transformation. There was a close collaboration with a variety of departments, subsidiaries, and external suppliers for software development, customer service, IT, marketing, SEO, content, logistics, and law.

Look and feel progression from 2013, 2015, 2017, to 2019.

Milestones

Built and coached a remote UX team.
Implemented thousands of iterative improvements to the online store.
Transformed a static desktop website into a responsive web experience.
Product development of a shopping app with more than 2 million downloads for iOS and Android, with a 4.9 stars customer review score.
Created the mobile appearance from the ground up.
Improvement of the international customer experience. This includes the establishment of international proofreading, multilingual concepts, culturally localized adjustments for 13 languages, and 100+ countries.
Implemented monetization for free services like the classifieds ads.
Establishment of user research and the transfer of knowledge into product development.
Service design in the area of return processes in collaboration with the department for returns management.
Service design for an optimized CX and internal logistics of gift vouchers.