Home > Featured Work > Case Study: Henry Schein

Help consumers find products in a vast catalogue.

Henry Schein Inc., a leading health care instrument and product distributor, sought to redesign their global e-commerce platform with the goals of increased engagement and purchase, CSAT, and increased customer service efficiency for their global customers. TCS, as a key partner, was tasked with the end-to-end development and UX/interaction design, working alongside other vendors for initial design and another for testing.

Help consumers find products in a vast catalogue.

Henry Schein Inc., a leading health care instrument and product distributor, sought to redesign their global e-commerce platform with the goals of increased engagement and purchase, CSAT, and increased customer service efficiency for their global customers. TCS, as a key partner, was tasked with the end-to-end development and UX/interaction design, working alongside other vendors for initial design and another for testing.

Help consumers find products in a vast catalogue.

Henry Schein Inc., a leading health care instrument and product distributor, sought to redesign their global e-commerce platform with the goals of increased engagement and purchase, CSAT, and increased customer service efficiency for their global customers. TCS, as a key partner, was tasked with the end-to-end development and UX/interaction design, working alongside other vendors for initial design and another for testing.

Streamline user-flows, intuitive taxonomy

With a growing product catalog, a consumer-base that continues to increase, and a reach that continues to become more global, Henry Schein needed to reinvision their customer experience. I was brought on to the project after TCS had been engaged on the project for one-year, with little movement.


As the UX Design Lead, I led a team of 2 US-based designers and 3 junior-level designers out of TCS Interactive headquarters in Mumbai, India.


At a high-level, I was to

Design a global ecommerce resposive website

Manage a diverse, globally distributed team

Engage with a range of stakeholders effectively

Implement agile methodologies and focus on user-centered design.

What I needed to do

What I needed to do

Create an elegant digital experience for Henry Schein e-commerce customers

Develop and evolve an intuitive responsive web experience across identified user-personas, user flows, and individual intents.

Collaborate with client stakeholders to gather requirements, vet designs, and ensure accurate and engaging experiences for the Henry Schein customers

Team Leadership

Organized global sync-up meetings and workshops to maintain a unified direction.

Introduced mentorship and skill development programs within the team to foster knowledge sharing and innovation.

Stakeholder Engagement

Established a regular cadence of interactive meetings with all stakeholders.

Used demos and presentations to engage them effectively and incorporated their feedback into the project.

Agile and User-Centric Approach

Conducted sprints, stand-ups, and retrospectives to keep the project agile and responsive.

Emphasized on understanding user needs through research and feedback, leading to a design that was both intuitive and efficient.

What I did

Actions involved agile strategy, user story development, wireframe creation, design system matching, and utilizing an atomic design system.

Actions involved agile strategy, user story development, wireframe creation, design system matching, and utilizing an atomic design system.

Agile Strategy Implementation

Agile Strategy Implementation

We used an Agile-first strategy, emphasizing rapid prototyping, continuous feedback, and cross-functional collaboration.

We used an Agile-first strategy, emphasizing rapid prototyping, continuous feedback, and cross-functional collaboration.

User Story Development

User Story Development

I collaborated with business analysts to gather user and business needs to produce in-depth user stories, which guided the design process.

I collaborated with business analysts to gather user and business needs to produce in-depth user stories, which guided the design process.

Visual and Interaction Design

Wireframe Creation and Testing

Wireframe Creation and Testing

The design team created final high-resolution/fidelity design based on user stories, ready for development and testing.

The design team created final high-resolution/fidelity design based on user stories, ready for development and testing.

Created and leveraged a robust design system

Created and leveraged a robust design system

We created and utilized Figma design library and system, which we continuously evolved the designs to reflect user story criteria.

We created and utilized Figma design library and system, which we continuously evolved the designs to reflect user story criteria.

Our new design library and system for rapid iteration and design synchronicity

Consistent styling and easier evolution

Versioning Conflicts

The Henry Schein ecommerce site design system in Figma used an atomic design approach, breaking down elements into atoms, molecules, and organisms, which were assembled into templates and pages. This scalable system ensured consistency across global operations and sub-brands, while a shared Figma library kept design and development aligned and efficient​​.

SUMMARY

The effort was worth the investment

Our User Experience division executed questionnaires and situational interviews among a chosen set of clients (who consented to participate), Customer Service Agents, their respective Supervisors, and Product Custodians. The given metrics and projected results are sufficiently accurate predictions for future consequences, deriving from this restricted study.

10K+

Individual User Stories handled by the TCS UX Design Team

Individual User Stories handled by the TCS UX Design Team

86+

Discrete product features included across the complete library of components

Discrete product features included across the complete library of components

25%

Time to purchase

Time to purchase

© 2024 Tim Aidlin. All rights reserved of their respective owners.
All brands, screens, and assets used by permission of owners. Some examples available during live review, on request.

© 2024 Tim Aidlin. All rights reserved of their respective owners.
All brands, screens, and assets used by permission of owners. Some examples available during live review, on request.

Contact:

1-206-427-0664

tim@timaidlin.com

© 2024 Tim Aidlin and respective owners, used with permission.