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Tesco PLC

Overview

As lead UX Designer for Clubcard in the Tesco Grocery & Clubcard app, my role was to improve the Clubcard experience for app users. In 2023 we grew our active base to 12 million customers, driving a £55m sales uplift.

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I also looked after the customer experience of Tesco's Delivery Saver subscriptions, improving acquisition and retention internationally, and driving £14m in sales.

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My leadership role involved mentoring designers and researchers, setting up ways of working processes, facilitating retros and assisting with quarterly planning for multiple squads.

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Project Duration

April 2022 - Current

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Digital Clubcard

The Tesco Clubcard & Grocery app is now used by 12 million customers. My role was to increase the loyalty experience by improving journeys related to Clubcard points, coupons, vouchers and reward partners. 

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Our work on vouchers equated to £22m in revenue vs £2.7m last year. Reward Partner projects drove engagement to 360m visits (vs 94m last year) and increased revenue 9 fold.

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I'm proud to say that it's currently the number one shopping app in iOS app store, and the biggest digital touchpoint for Tesco shoppers. 

Delivery Saver

Tesco has a subscription called Delivery Saver. Customers get free delivery and other things for a monthly fee. Turns out nobody's ever heard of Delivery Saver, so I came in to help fix that problem, and to get more people signed up, and less people to leave.

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We did bunch of stuff including a free trial, new page designs and better awareness of Delivery Saver. We did well. In 2023 we reached 690k subscribers. Those subscribers gave us £14 million and saved themselves £176 each per year. Not bad in a cost of living crisis.

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Customer Support

Tesco website has many FAQs. I ran a tree test to understand the findability of these FAQs and the results led me to run a card sort to reduce, combine and reorder the content to be more effective in helping customers to self serve. 

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