Harvey's Furniture

Increasing competition from online-only retailers necessitated a digital transformation for Harvey's Furniture.

The reliance on physical stores demanded a stronger integration of digital and in-person shopping experiences.

Economic pressures and evolving consumer preferences required innovative solutions to sustain market relevance.

Conducted stakeholder workshops to gather insights from store staff and management on existing challenges and opportunities.

Led competitive analysis to evaluate the strategies of successful online and multichannel retailers.

Conducted user interviews with customers to understand preferences and pain points in the shopping journey, focusing on personalization and convenience.

Went to several Harveys stores myself and stood by the Build Your Own Sofa stations, across weekdays and Saturdays, watching who used them, for how long, what they touched first (the fabric, almost every time, before the screen), where the sales rep stepped in, and where people photographed the screen and left to think about it. Short intercepts with customers afterwards and conversations with reps and store managers between customers.

That store research is what shaped the Sofas By You programme: customers browsed and built at home, came in to see, feel and touch the sofas and fabrics, and nothing carried their choices from one place to the other. The saved build with a code, photographed fabrics instead of renders, the rep signalled from the customer's build, live price and lead time, and the follow-up email all came out of standing by those stations.

Designed an in-store application for the "Sofas By You" offering, featuring a visual configurator for sofa customization, alongside real-time pricing and availability updates.

Developed staff enablement tools, including tablet-based interfaces to assist with personalized customer service and streamline the purchasing process.

Created wireframes and prototypes for usability testing, ensuring an intuitive and user-friendly experience compliant with WCAG 2.0 AA standards and integrating GDPR considerations for enhanced data privacy.

Ran with a team of 15, 4 direct reports, over 1 year.

Commercial ownership of a budget between one hundred and five hundred thousand dollars, covering forecasting, change control and the commercial conversation with the client.

Enterprise programme delivered across United Kingdom, shipping to Web, Mobile and Native iOS and Android.

I owned the plan, the schedule, scope and change control, the RAID log, and status reporting to the client sponsor.

Functional requirements written so developers could estimate honestly, with UAT and QA gates before each release.

Delivered improved customer satisfaction through a seamless multichannel shopping experience, leading to increased conversion rates and sales growth.

Enhanced staff efficiency and reduced operational bottlenecks, resulting in faster service and improved CRM capabilities.

Strengthened brand loyalty via personalized and engaging customer interactions, ensuring Harvey's Furniture remained competitive amidst evolving market trends.