Samsung eCommerce — Production Case Study
Role: Director of UX & Project Management
Company: Samsung
Timeline: Multi‑year enhancements and global experience improvements
Scope: Global eCommerce platform serving 22+ countries with localized commerce, promotions, and customer experience features
Teams: Product, Engineering, Design, QA, Localization, Analytics, Marketing
Overview
Samsung’s global eCommerce platform supports digital retail experiences across dozens of international markets. Led enhancements to Samsung’s eCommerce platform, delivering localized experiences and features like Samsung Care+, Rewards, and EPP/EDU discounts—driving user satisfaction, sales growth, and seamless global shopping.
Production Responsibilities
Cross‑Functional Leadership: Coordinated between product, engineering, design, and marketing teams to align priorities, resolve blockers, and guide deliverables through production cycles.
Global Rollout & Localization: Oversaw feature delivery across 22+ countries with localized content, payments, and regulatory considerations — ensuring a cohesive, global experience.
Mobile‑First Strategy Implementation: Championing mobile optimization to improve user experience and capture growing mobile traffic, including responsive design and app enhancements.
Performance & Conversion Optimization: Led data‑driven testing and performance analysis across purchase flows to improve conversion rates, reduce friction, and increase revenue outcomes.
Accessibility & Inclusivity: Prioritized accessibility compliance on the platform, expanding user reach and reflecting Samsung’s commitment to inclusive digital experiences.
Key Challenges
Maintaining consistent global performance and localized experiences across multiple languages, currencies, and regional requirements.
Balancing rapid feature delivery with data‑backed quality assurance to optimize conversion without introducing regressions.
Managing production priorities across competing stakeholder requests while keeping user‑centric outcomes at the forefront.
Outcomes & Impact
Improved Global Experience: Enhanced Samsung digital commerce experience across 22+ markets with localized support for promotions, discounts, and services like Samsung Care+ and Samsung Rewards.
Mobile‑First Adoption: Successfully implemented responsive mobile strategies that supported rising mobile user engagement and conversions.
Data‑Driven Growth: Leveraged continuous performance analysis and testing to improve conversion rates and overall revenue performance.
Accessibility Leadership: Elevated accessibility compliance, broadening the platform’s reach and aligning with global standards.
Why This Matters
This case demonstrates my ability to lead production on a global, customer‑facing platform, balancing stakeholder priorities with data‑driven decisions and disciplined execution — delivering measurable improvements and growth at scale.
