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Increasing sales and improving service in profitable way is important, everything else is waste of time and resources. Customers' needs have to be matched with the businesses' needs based on analytics, data and user testing.
As a Development Manager I am currently in charge of user experience of the S-group web stores under Prisma, Sokos, Kodin Terra and Foodie brands. Since late 2007 I have had the priviledge to work at the very core of building and developing S-group's eCommerce services from scratch with a team of magnificently talented colleagues.
At SOK Digital Services we have learned eCommerce by doing. I started my second tour working at SOK by setting up and running a digital music store, Poimuri. It competed in tough market with players like iTunes and Download Anttila having a market share of over 10 % of single downloads. After that I piloted S-group gift card web store and Kodin Terra garden goods web store. That was followed by running projects defining the S-group eCommerce development road map and specifiactions for centralised web store payment solution among other projects. After that we started to scale up eCommerce by developing responsive Sokos, Prisma and subsequently Kodin Terra web stores in which service design and usability was my responsibility.
As the first and second generation web stores have been built I have moved on to develop and optimise the conversion of the web stores and develop services using various analytics tools and user testing. Most recently I am in charge of developing the UX for the third generation of our omnichannel mobile 1st web stores using agile sprint methods which is brilliant!