Cartier
Cartier, Atlas 2.0
2022 - 2023 | Code And Theory
Empowering each Maison de Cartier to deliver the highest luxury service experience
Context & Challenge
Cartier operates across 60 countries through a network of more than 200 boutiques and employs over 7500 dedicated professionals. However, maintaining cohesive alignment among all staff, particularly within the Maison staff, presents a significant challenge. Ensuring they share a unified vision, possess the necessary tools, can access pertinent content and knowledge and are continuously inspired with collaborative ideas to consistently provide exceptional world-class luxury experiences is a critical objective.
SOlution
Introducing Cartier Atlas, an innovative internal employee alignment platform meticulously crafted to facilitate seamless communication and alignment among Cartier's 7500 employees. This robust platform equips our workforce with the essential tools to stay informed about organizational developments and customer offerings, thereby enhancing their ability to effectively represent the Cartier brand in retail, empowering staff to collaborate worldwide and generate exceptional experiences.
My Role
As Experience Strategy Lead, I spearheaded comprehensive ethnographic research, staff and business stakeholder interviews across multiple Cartier boutiques and service touchpoints. I mapped all findings against customer service blueprints, identifying strategic opportunities and concrete requirements for design, ensuring the new Atlas 2.0 platform aligns boutique teams around the brand vision and timely priorities while enabling each staff member to better identify customer intentions, and deliver consistently exceptional experiences across all Cartier locations worldwide.
Project leadership
Product strategy define
Requirements documentation
Design system development
Information Architecture
Design leadership
Workshop facilitation