Customer Experience Projects

Virtual fair guide

At Scholastic Book Fairs, I partnered with the business development, sales, and design teams to develop and launch a user friendly 3-week Virtual Fair Guide to provide customers with ready-made email, social post, web, and text copy and images to promote their Book Fairs. I oversaw development from inception to launch, wrote all content, and managed the design process.

The guide resulted in a 28% increase of revenue per Virtual Fair in 2020/2021. It’s become a standard customer success tool for Scholastic Book Fairs.

Seasonal service guide

I worked directly with executive leadership to develop messaging for the Scholastic Book Fairs sales team, collecting feedback on recent booking trends as well as client concerns and feedback. The critical messaging implemented sales strategies, speaking to the Book Fair’s value propositions and COVID updates to Fairs.

The service guide increased the sales teams’ daily call rate by 27% and average daily bookings by 33%. SBF sales saw a 90% effective booking rate for representatives who used the guide (versus 60% for sales reps who did not use).

cx redesign: wellness shopping (CASE STUDY)

FORTHCOMING: This study aims to improve CX design for in-person health & wellness commerce. The goal is to develop digital tools and service and space redesign to improve in-store shopping with the goal of helping customers make informed decisions on wellnesss products.