Working at Nelson Cash, my sole client was Mercari. For nine months I immersed myself in the brand, their products and their customers. Leading a talented and passionate team of designers, alongside a great producer, we grew as a team in our confidence to deliver next level experiences. The work below are projects chronologically, that I lead and ones that I primarily designed. By the time the contract ended, we had transitioned from designing new web layout to redesigning the core of the app experience.
When I first joined the team, some great layout work was being done for How To content but it was taking a long time to polish up and resulted in too many inconsistencies to deliver as final. Seeing an opportunity to help, I took the Brand Guidelines doc the team was using and built a Figma based digital design system that solved basic UI decision making for color, type styles, spacing and UI atoms. The new system immediately boosted our speed and consistency.
As we designed, we committed components and modules to our Figma team library, where they could be pulled from for our next layout.
The result of the design system and How To work was a highly successful set of layout patterns built from reusable modules. This work quickly sparked more redesigns of other key information pages in the Mercari web experience.
As the client relationship strengthened, we gained access to Mercari’s core product, the app experience. Our design process yielded experience concepts far and wide, attracting interest from all corners of the Mercari headquarters.
Exploring how we could reinvent the heart of Mercari, listing an item, the Nelson Cash team ran an office wide workshop. Our design work struck an unexpected cord, delivering game changing visuals, process concepts and prototypes.
This Welcome email series redesign helped new customers enter the Mercari ecosystem. Redesigning key entry moments like this was typical of our work. This project resulted in a redesign of all major email templates.
Internally we tracked critical experiences for new customers. Mapping these touchpoints allowed us to stay organized on project statuses and plot new opportunities discovered during the redesign process.
As an example of the resulting work, we uncovered this weak point in the Account Creation experience. Our team performed an audit, competitor analysis and ideation of new approaches. We delivered multiple concepts ranging in complexity and adventurousness.
Our design work went far beyond digital product design, touching content for all major channels. This example is a How To Sell animated tutorial that I led visual content creation and art direction for, partnering with a contract illustrator and animator for this final product.