Sephora

A smarter way to shop Sephora locally, connecting nearby inventory, fulfillment, services, and events in one experience.

Services :

Product Strategy, UX/UI, Omnichannel Retail

Year :

2025

Timeline :

12 weeks

The Beauty Opportunity

Sephora’s digital store experience centered around a customer’s preferred location. When a product wasn’t available there, the journey could quickly become a dead end, even when another Sephora nearby had it in stock. I reframed the opportunity around creating a more connected local shopping ecosystem.

Discovery & Alignment

I went into Sephora stores to shadow customers, observe shopping behaviors, and interview associates about availability, fulfillment, and common customer questions. I translated those insights into working sessions with associates and stakeholders to align the team around the highest-value opportunities.

What we heard changed the experience.

Customers weren’t thinking about a “home store.” They were thinking about where they could actually find the product they wanted.

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The Experience Strategy

Journey Orchestration + Experience Architecture

01

Connected inventory, fulfillment, services, and events into one scalable omnichannel experience. Designed pathways from product discovery to pickup, delivery, services, events, and in-store visits.

Journey Orchestration + Experience Architecture

01

Connected inventory, fulfillment, services, and events into one scalable omnichannel experience. Designed pathways from product discovery to pickup, delivery, services, events, and in-store visits.