Follain was stuck with a generic Shopify website that was cluttered, confusing and difficult to navigate. The website failed to effectively educate and engage audiences, undermining Follain’s efforts to educate consumers about clean beauty. We worked with Follain to create an website that educates and engages beauty consumers at every touchpoint.
We started with a discovery process that included in store observations, diary studies and customer interviews. We identified 3 main shopper types: The streamliner, researcher, and experience seeker.
We collaborated with Follain’s technology, content and customer experience teams to design a personalized shopping experience that educates the consumer at every touchpoint. The navigation and information heavy screens were redesigned to reflect the mission driven business. The checkout experience was optimized for to be clear and easy. We Integrated an omni-channel customer experience so customers who shop in store can easily access order histories and Follain educator recommendations.
User Experience Design