Tesco
About Tesco
Tesco is a multinational retailer and the UK’s market leader in groceries, serving millions of customers every week through thousands of stores and a rapidly growing online presence. Beyond food retail, Tesco has diversified into banking, mobile, and digital services, cementing its role as one of the world’s most recognised consumer brands. In recent years, the company has invested heavily in digital transformation, with a strong focus on enhancing eCommerce platforms and responsive web experiences to deliver greater convenience, transparency, and value for its customers.
My value contribution.
As a Product Designer embedded in Tesco’s eCommerce team, I was responsible for improving the end-to-end refunds and returns experience for customers. This involved mapping the existing journey to identify pain points in tracking and status visibility, and designing responsive web flows that allowed customers to initiate, monitor, and complete refund and return requests directly within their online accounts.
I collaborated closely with product managers, engineers, and customer service stakeholders to ensure the solutions aligned with operational processes, while also maintaining consistency with Tesco’s design system. Alongside this, I conducted usability testing and iterative prototyping to validate and refine the designs, helping to create a clearer and more efficient experience. Following launch, I worked with analysts to measure outcomes and link design improvements to reduced service load, faster resolution times, and higher customer satisfaction.
Business outcomes acheived in this role
The redesigned refunds and returns journey delivered measurable impact for both customers and the business — driving adoption of self-service, improving satisfaction, and reducing operational costs through greater efficiency and accuracy.
Background and insights gathered
During the discovery phase, research focused on understanding how customers tracked their grocery deliveries and where pain points existed in the current experience. Surveys and feedback highlighted uncertainty around delivery timing, which often led to unnecessary customer service contact. These insights informed the design direction for features like progress bars and stop trackers, aimed at increasing transparency and reducing customer effort.
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Initial journey flows & wireframes
Early journey flows and wireframes were created to map the end-to-end order tracking experience. These low-fidelity explorations allowed us to test key interactions, validate scenarios such as payment failures or delivery delays, and gather feedback before moving into detailed design.
Project delivery visuals.
The work featured below is in no particular order and serves just to give you a generalist overview of the outputs within delivering this project.
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Delivery processes
I follow a structured product design process of Discover, Define, Ideate, Prototype, and Test, with feedback loops at every stage. This ensures user insights, business goals, and technical feasibility stay aligned from research through to delivery. The result is an iterative, collaborative approach that balances speed with quality.
Software tools used
For the Tesco project, I worked with a suite of design, research, and collaboration tools to ensure efficiency and alignment across teams. Figma and Adobe Creative Suite were used for interface design, prototyping, and asset creation, while Miro and MURAL supported workshops, journey mapping, and ideation. UserTesting was used to run unmoderated studies and capture user insights, with Jira and Asana supporting sprint planning and task management. Day-to-day collaboration was streamlined through Slack, ensuring clear communication and visibility across design, product, and engineering pods.
Related projects in online retail
Alongside the Tesco work, I’ve contributed to a wide range of online retail projects for leading UK and international brands. This includes design systems development for Sainsbury’s, Argos, Habitat, Tu, and Nectar, customer journey design for Boots.com, and large-scale ecommerce initiatives such as the Carrefour UAE main site and Clubcard platform.
I also worked with British Telecom (BT) on broadband ordering and contract renewal journeys. These projects demonstrate my experience in building scalable, consistent design systems and customer-focused digital experiences across multiple high-traffic retail platforms.
Boots.com: Customer Journeys
Sainsbury’s: Design systems work
Argos: Design systems work
Habitat: Design systems work
Nectar: Design systems work
British Telecom (BT): Business broadband ordering and contract renewals
Carrefour: UAE main website and Carrefour Clubcard site
