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Overview
As the Lead Product Designer for lululemon’s Accounts team, I owned the end-to-end design of the customer account experience across web and mobile. My work focused on improving post-purchase transparency, retention, and trust through features like the Account Dashboard, Omni Closet, Order & Tracking Details (Narvar integration), Back-in-Stock alerts, Wish List, and Guest Notifications.
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This work laid the foundation for a more connected, customer-centric lifecycle experience at a time when lululemon was rapidly scaling its digital commerce platform.
The Problem
At the time, lululemon’s account experience faced several key challenges:
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Fragmented post-purchase visibility
Customers lacked a single place to understand orders, returns, and purchase history. -
Outdated tracking experience
Tracking integrations lagged behind industry standards, increasing anxiety and support dependency. -
Disconnected inventory and alerts
Customers had limited ways to engage when products were out of stock or restocked. -
No unified purchase history
In-store and online purchases lived in separate systems, breaking the omnichannel promise.
My Process
I served as the design owner for the Accounts ecosystem, which included:
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Account Dashboard
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Omni Closet (unified purchase history)
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Order Details & Tracking Details (Narvar integration)
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Back-in-Stock
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Guest Alerts & Notifications
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Wish List
My responsibility was not just individual screens, but how these features worked together as a system.
Design Principles
These principles guided decisions across all surfaces:
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Reduce post-purchase anxiety
Clear status, predictable updates, and calm, reassuring language. -
Design once, scale everywhere
Reusable patterns across dashboard, order details, and notifications. -
Transparency builds trust
Show customers what we know, even when fulfillment is complex. -
Lifecycle > transactions
Accounts should support long-term relationships, not just orders.
Key Initatives
Omni-closet
Problem: Customers could not see their full relationship with lululemon in one place.
Solution: Designed one of lululemon’s earliest omnichannel experiences, consolidating in-store and online purchases into a single, cohesive history.
Impact:
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Reinforced brand loyalty
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Reduced friction for returns and reorders
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Positioned lululemon as an omnichannel leader early on
Narvar Tracking
Problem: Tracking experiences were inconsistent and behind competitors.
Solution: Led design for integrating Narvar into lululemon’s order tracking flow while maintaining brand consistency and minimizing context switching.
Design considerations:
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Seamless handoff between lululemon and third-party UI
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Clear status hierarchy
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Error and delay states that reduced support escalation
Impact: This brought lululemon up to parity, and in some cases ahead, of industry tracking standards.
Account Dashboard
Problem: The account landing experience lacked clarity and prioritization.
Solution: Designed a dashboard that surfaced the most relevant information first, active orders, recent activity, and next steps, while serving as a hub for deeper account features.
Notifications
Problem: High-demand products led to missed conversions and customer frustration.
Solution: Designed opt-in alert experiences that balanced timing, relevance, and trust, treating notifications as a product experience, not marketing noise.
Outcome: Enabled customers to re-engage at moments of high intent while respecting preferences.
Due to IP and confidentiality, additional visual assets are not shown. This case study focuses on scope, decisions, and impact.