Shell MarketHub (SMH) is a global eCommerce platform for Retailers and Distributors, delivering $billions of sales annually. My role was to envision and set the direction for the next generation of how SMH, as a core platform for building customer relationships.

 

Strategy

 

Our comprehensive, global research and analysis led to five key opportunities to deliver new experiences for a portfolio of different user personas.

 

Design

 

We put the customer back at the heart of MarketHub with more relevant content, clearer UX design and better personalisation.

 

My team delivered a playbook to help local content managers understand the strategy, transform their sections of the Hub and measure the impact of the improvements.

 

We rolled out to key markets, running roadshows and supporting  implementation, and started to see improving customer engagement and business performance as a result.