Home > Featured Work > Case Study: Henry Schein
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
Our new design library and system for rapid iteration and design synchronicity
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+
86+
25%