Case Study

GameStop

TYPE : UI / UX

GOAL : SHOCK AND AWE

DURATION : 7 MONTHS

GameStop

Support the shedding of a legacy agency, scaffolding an internal product design practice, and helping find a Head of Design on the heels of $GME

Move fast and fix things. Full Nelsen designed low-engineering lift solutions across cart, checkout, PLP, and PDPs. And then even better ones that shipped later.

Background

In early 2021 GameStop was in a transformational phase. New board leadership was shaking things up, bringing in new C-suite leaders and VPs. With them came Neda Pacifico as SVP of Ecommerce - Adam and Austin’s old boss from Chewy.com

Before Neda even started she was making moves to assemble the key player/coaches of her burgeoning leadership team. And Adam was one of the first calls she made.

We simplified and made key information coherent for one of their core business offerings, Trade-ins. By prioritizing store credit, GameStop keeps gamers in their ecosystem - increasing customer loyalty and profit margins.

Problem

Adam stuck to his guns about not joining yet another product company - no matter how enticing the offer, but did offer up his extensive network and design services to help out in any way.

‍The ask was simple:‍

Help screen and interview product designers
Help find a Head of Design
Get to work fixing the plethora of poor choices made in cart, checkout, PLP, and PDPs
Rethink and redesign the digital side of the Trade-In experience
Rethink and redesign the Rewards program

Full Nelsen made improvements to the native app on iOS and Android too. Specifically, we revamped the Rewards Designs, improving comprehension of the types of rewards customers can earn and how they use them.

What Happened

The real goal here was to show what proper product designers can do - blowing the legacy agency folks out of the water, while filling the room with top notch contemporary talent.

Shock and awe.

Just another day, really.

Results

We designed low-engineering lift solutions across cart, checkout, PLP, and PDPs - helping establish a healthy cadence of showing work early, often, and getting feedback from engineering for a change 🤯

We moved onto heavy “pie in the sky” solutions and helped spool up new internal resources.

Month Engagement

IC HIRES IDENTIFIED

V.P. HEAD OF DESIGN FOUND

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