Prose Retail Definition

Tasked by Prose’s CMO and Head of Product to explore how custom beauty could come to life in physical retail, I led an end-to-end service design initiative that united teams across HQ (marketing, design, and technology), operations, and our architectural partners at Mapos Studio. Our challenge: to translate Prose’s digital, made-to-order formulation experience into a physical environment that balanced brand storytelling, education, and customer expectations shaped by traditional retail.

I led discovery research with customers to define must-haves and differentiators for the retail experience, complemented by interviews with leading retail experts to learn from established brands' successes and pitfalls. Synthesizing customer insights, market research, and competitive analysis, I identified key needs, barriers, and opportunities for a personalized in-store journey.

I then organized and facilitated a week-long sprint with distributed teams in New York and Paris, guiding the team through need alignment by persona, journey mapping, opportunity identification, service blueprinting, concept prototyping, and customer validation.

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Impact
The sprint produced a set of tested service concepts that blended self-guided and associate-led consultations, introduced a transparent “formulation lab” experience, and integrated digital touch points to extend our AI-powered customization journey in-store. These outputs informed architectural planning for Prose’s flagship retail design, defining the core service model, spatial flow, and in-store technology integration.