Project Overview
Took on a contract role directing operations and improvement for a major cosmetics brand’s membership app. A large consulting firm had established the maintenance framework, but the engagement lacked proactive improvement proposals or initiatives tied to the client’s core business challenges.
Stepped in as the bridge between business stakeholders and the app operations team, single-handedly driving improvement initiatives rooted in real business needs.
Approach
-
Problem Mapping: Interviewed business stakeholders to surface key challenges — member acquisition, engagement, purchase conversion — and identified which could be addressed through the app.
-
Initiative Planning & Execution: Went beyond routine maintenance to propose promotion-linked feature updates and UI improvements. Translated business requirements into implementable specs for the development team.
-
Operations Optimization: Resolved decision-making bottlenecks and communication gaps in the existing maintenance structure, accelerating execution speed.
Results
- Established a business-driven app improvement cycle
- Delivered multiple proactive initiatives that the maintenance-only structure couldn’t achieve
- Significantly reduced communication overhead between business and development teams