Lacoste

About the project

Elevating User Experience at Lacoste

At Lacoste, I took on the role of Senior Business Analyst for Omnichannel & Retail from March 2022 to September 2022. My mission was clear: to enhance user experience by creating a more intuitive and user-friendly payment interface. This project aimed to boost customer loyalty and satisfaction, ultimately driving increased sales for Lacoste's global retail and e-commerce operations.

THE CHALLENGE

Complex Retail Systems

The challenge was multifaceted. Lacoste's vast network of over 1,200 stores worldwide required a seamless integration between its digital and physical retail environments. This meant dealing with various systems like Salesforce Commerce Cloud (SFCC), Manhattan Associates, and Cegid Y2. Additionally, configuring payments between SFCC and POS Y2 while managing orders across Europe, Asia, and North America added layers of complexity.

HOW WE FIX ISSUEs

Fixing Integration Issues and Improving Workflows

To tackle these challenges, I drafted detailed functional and technical specifications documents and created user stories that mapped out every step of the user journey. I resolved bugs in SFCC, Manhattan Associates, and Cegid Y2 systems to ensure smooth operation. Configuring web services, payment methods, delivery modes, and geolocation helped streamline processes across different regions. For testing phases like UAT/NRT/E2E, I meticulously prepared workflows and jobs within SFCC—such as FTP cleanup for pricebooks, catalogs, orders, and customers—to keep everything running efficiently.

THE TOOLBOX

Utilizing Advanced Tools for Seamless Operations

My toolkit included Postman for API testing and debugging web services within Manhattan Associates, Salesforce Commerce Cloud, and Salesforce Marketing Cloud. I created Postman collections for IT Business Analysts with pre-filled queries for CRUD operations on EMEA LATAM orders. Additionally, I upgraded the SFCC login system using SCAPI and ensured data was seamlessly transferred between Dev, Test, and Prod instances. Regular backups of SFCC configurations were also part of my routine to safeguard our work. By addressing these challenges head-on with targeted solutions and advanced tools, we successfully enhanced Lacoste’s omnichannel user experience. The improvements not only streamlined operations but also significantly boosted customer satisfaction across all touchpoints.

No items found.