In my previous role as a Digital Commerce Consulting Practice Head, I had the opportunity to apply Lean principles to optimize a retail process for a client in the eCommerce space. The client was experiencing high cart abandonment rates and inefficiencies in their checkout process, which were impacting their conversion rates. To address this, I led a team to conduct a thorough analysis of the existing process. We identified several bottlenecks and areas of waste, such as redundant steps in the checkout flow and unclear navigation paths for users.

Using Lean methodologies, we streamlined the checkout process by eliminating unnecessary steps and simplifying the user interface to enhance the customer experience. We also implemented A/B testing to validate our changes and ensure they were effectively improving the process. As a result, the client saw a significant reduction in cart abandonment rates and an increase in conversion rates, which ultimately led to higher revenue. This experience reinforced the importance of continuous improvement and the impact it can have on business outcomes.