Converse
Strategy and UX Optimizations
Enhanced the purchasing experience by delivering key information and reinforcing brand connection. Focused on aligning with updated design systems while driving engagement, encouraging self-service, and supporting the customer journey beyond checkout.
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Overview
To drive purchase and post-purchase satisfaction and repeat engagement, Converse partnered with us to refine key transactional experiences at a global scale. We collaborated across teams to unify strategy and execution on everything from urgency-driven overlays to confirmation flows, all grounded in user behavior, competitive analysis, and platform capabilities.
Core Team
Kate Mook | Design Lead
Geordie Mcllelland | Chief of Strategy
SMES
Katie Miller | Global UX Design
Queenie Wu | Global UX Design
Liz Laws | Global UX Strategy
Jono Herrington | Tech
Isaac Skelton | VOC
Allie Koo | Content Square
Jess Sloan | NA Business Partner
Eugene Innocent | NA CS Business Partner
Justin Maassen | WE Business Partner
Andrew Allison | WE CS Business Partner
Vi Cooper | Digital Copy
Cait Devore | Global Digital Creative Ops
Bob Black | CDS Partner
Stakeholders
Kate Smith | Product Leadership
Katie Fitzpatrick | Tech Leadership
Emily Holland | NA Business Leadership
Nick Binder | NA CRM Leadership
Giulia Sansone | WE CRM Leadership
Shannan Coghill | Global UX Leadership
Dan Ronner-Bland | Executive Sponsor
Research and planning
Competitive comparative
We began with a comprehensive audit of Converse’s existing checkout and confirmation experiences, then benchmarked against competitors and industry leaders. Using qualitative and quantitative data, we uncovered opportunities to streamline the flow, eliminate friction, and turn order completion into a branded moment of satisfaction. Our team worked closely with global and regional stakeholders to align on priorities, identify reusable system components, and ensure adaptability across markets.
Design Execution
Checkout & Cart Optimization
Working within updated platform patterns, we refined the cart and checkout experience to support clarity, trust, and ease of use. Information hierarchy was carefully structured to surface what matters most, while new logic supported regional variation and scalability across NA and WE. Pricing strategies, promo logic, and account creation flows were evaluated and improved in parallel.
Post-Purchase Redesign
We rethought the order confirmation page to better reflect the emotional and functional needs of the moment—transforming it from a basic receipt into a confident summary of the purchase. Clear visuals, helpful order details, and celebratory content helped reinforce the customer’s excitement while reducing confusion or post-purchase anxiety.
Support Systems & Sizing Strategy
In addition to transactional pages, we redesigned Converse’s site-wide FAQ system and sizing guide. These updates were informed by usability testing and VOC feedback, helping customers find answers faster and choose products with more confidence. These tools now work harder as part of the broader experience—reducing support burden and improving conversion.
Converse
Strategy and UX Optimizations
Enhanced the purchasing experience by delivering key information and reinforcing brand connection. Focused on aligning with updated design systems while driving engagement, encouraging self-service, and supporting the customer journey beyond checkout.
Go Back
Overview
To drive purchase and post-purchase satisfaction and repeat engagement, Converse partnered with us to refine key transactional experiences at a global scale. We collaborated across teams to unify strategy and execution on everything from urgency-driven overlays to confirmation flows, all grounded in user behavior, competitive analysis, and platform capabilities.
Core Team
Kate Mook | Design Lead
Geordie Mcllelland | Chief of Strategy
SMES
Katie Miller | Global UX Design
Queenie Wu | Global UX Design
Liz Laws | Global UX Strategy
Jono Herrington | Tech
Isaac Skelton | VOC
Allie Koo | Content Square
Jess Sloan | NA Business Partner
Eugene Innocent | NA CS Business Partner
Justin Maassen | WE Business Partner
Andrew Allison | WE CS Business Partner
Vi Cooper | Digital Copy
Cait Devore | Global Digital Creative Ops
Bob Black | CDS Partner
Stakeholders
Kate Smith | Product Leadership
Katie Fitzpatrick | Tech Leadership
Emily Holland | NA Business Leadership
Nick Binder | NA CRM Leadership
Giulia Sansone | WE CRM Leadership
Shannan Coghill | Global UX Leadership
Dan Ronner-Bland | Executive Sponsor
Research and planning
Competitive comparative
We began with a comprehensive audit of Converse’s existing checkout and confirmation experiences, then benchmarked against competitors and industry leaders. Using qualitative and quantitative data, we uncovered opportunities to streamline the flow, eliminate friction, and turn order completion into a branded moment of satisfaction. Our team worked closely with global and regional stakeholders to align on priorities, identify reusable system components, and ensure adaptability across markets.
Design Execution
Checkout & Cart Optimization
Working within updated platform patterns, we refined the cart and checkout experience to support clarity, trust, and ease of use. Information hierarchy was carefully structured to surface what matters most, while new logic supported regional variation and scalability across NA and WE. Pricing strategies, promo logic, and account creation flows were evaluated and improved in parallel.
Post-Purchase Redesign
We rethought the order confirmation page to better reflect the emotional and functional needs of the moment—transforming it from a basic receipt into a confident summary of the purchase. Clear visuals, helpful order details, and celebratory content helped reinforce the customer’s excitement while reducing confusion or post-purchase anxiety.
Support Systems & Sizing Strategy
In addition to transactional pages, we redesigned Converse’s site-wide FAQ system and sizing guide. These updates were informed by usability testing and VOC feedback, helping customers find answers faster and choose products with more confidence. These tools now work harder as part of the broader experience—reducing support burden and improving conversion.
Converse
Strategy and UX Optimizations
Enhanced the purchasing experience by delivering key information and reinforcing brand connection. Focused on aligning with updated design systems while driving engagement, encouraging self-service, and supporting the customer journey beyond checkout.
Go Back
Overview
To drive purchase and post-purchase satisfaction and repeat engagement, Converse partnered with us to refine key transactional experiences at a global scale. We collaborated across teams to unify strategy and execution on everything from urgency-driven overlays to confirmation flows, all grounded in user behavior, competitive analysis, and platform capabilities.
Core Team
Kate Mook | Design Lead
Geordie Mcllelland | Chief of Strategy
SMES
Katie Miller | Global UX Design
Queenie Wu | Global UX Design
Liz Laws | Global UX Strategy
Jono Herrington | Tech
Isaac Skelton | VOC
Allie Koo | Content Square
Jess Sloan | NA Business Partner
Eugene Innocent | NA CS Business Partner
Justin Maassen | WE Business Partner
Andrew Allison | WE CS Business Partner
Vi Cooper | Digital Copy
Cait Devore | Global Digital Creative Ops
Bob Black | CDS Partner
Stakeholders
Kate Smith | Product Leadership
Katie Fitzpatrick | Tech Leadership
Emily Holland | NA Business Leadership
Nick Binder | NA CRM Leadership
Giulia Sansone | WE CRM Leadership
Shannan Coghill | Global UX Leadership
Dan Ronner-Bland | Executive Sponsor
Research and planning
Competitive comparative
We began with a comprehensive audit of Converse’s existing checkout and confirmation experiences, then benchmarked against competitors and industry leaders. Using qualitative and quantitative data, we uncovered opportunities to streamline the flow, eliminate friction, and turn order completion into a branded moment of satisfaction. Our team worked closely with global and regional stakeholders to align on priorities, identify reusable system components, and ensure adaptability across markets.
Design Execution
Checkout & Cart Optimization
Working within updated platform patterns, we refined the cart and checkout experience to support clarity, trust, and ease of use. Information hierarchy was carefully structured to surface what matters most, while new logic supported regional variation and scalability across NA and WE. Pricing strategies, promo logic, and account creation flows were evaluated and improved in parallel.
Post-Purchase Redesign
We rethought the order confirmation page to better reflect the emotional and functional needs of the moment—transforming it from a basic receipt into a confident summary of the purchase. Clear visuals, helpful order details, and celebratory content helped reinforce the customer’s excitement while reducing confusion or post-purchase anxiety.
Support Systems & Sizing Strategy
In addition to transactional pages, we redesigned Converse’s site-wide FAQ system and sizing guide. These updates were informed by usability testing and VOC feedback, helping customers find answers faster and choose products with more confidence. These tools now work harder as part of the broader experience—reducing support burden and improving conversion.