Client

John Lewis

Category

B2C

Industry

Industry

E-Commerce

Service

Service

UX Design

Users

Users

75M

Reduce checkout time

The Opportunity

John Lewis customers loved the brand but got lost among 400K+ products

John Lewis’s £4.93B retail operation faced conversion friction across their 400,000+ product catalog, where customers struggled with overwhelming product discovery on category pages. Despite strong brand loyalty among 23.1 million customers, the E-Commerce experience suffered from inefficient filtering that failed to surface relevant products quickly, while the existing Quick View functionality lacked purchase optimisation. With 60% of retail traffic coming from mobile and increasing competition from Amazon and direct-to-consumer brands, even minor UX friction translated to millions in lost revenue opportunity.

The Solution

Seamless discovery: Smart filters, Quick View, and conversion-driven design

A comprehensive UX overhaul targeted three critical conversion points across the customer journey. Enhanced Product Filtering introduced intelligent filtering with real-time result counts, saved filter combinations, and AI-powered recommendations based on browsing behavior. Optimized Quick View evolved from basic product preview to a complete micro-purchasing experience with size/color selection, delivery options, and one-click checkout integration. Redesigned PLPs and PDPs implemented performance-driven layouts with improved image loading, streamlined product information hierarchy, and enhanced cross-selling widgets that increased average order value through strategic “Style with it” recommendations.

The Impact

35% faster product discovery drove £8.2M annual revenue

A comprehensive UX overhaul targeted three critical conversion points across the customer journey. Enhanced Product Filtering introduced intelligent filtering with real-time result counts, saved filter combinations, and AI-powered recommendations based on browsing behaviour. Optimised Quick View evolved from basic product preview to a complete micro-purchasing experience with size/colour selection, delivery options, and one-click checkout integration.

Redesigned Product List Pages (PLPs) and Product Description Pages (PDPs) implemented performance-driven layouts with improved image loading, streamlined product information hierarchy, and enhanced cross-selling widgets that increased average order value through strategic “Style with it” recommendations.

Design change, one interaction at a time.

12Y

Design expertise

100M

Delighted users

$3B

Revenue

Design change, one interaction at a time.

12Y

Design expertise

100M

Delighted users

$3B

Revenue

Design change, one interaction at a time.

12Y

Design expertise

100M

Delighted users

$3B

Revenue

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  • “Gagan’s relentless focus on the user truly changed the way we think about our solutions."

    James Riggs

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  • “Gagan's design approach is grounded in detailed analysis of the users and business needs."

    Mo Touman

    Head of Design, Wipro

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    David Blackburn

    Head of Insights, Rathbone PLC

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    Product Director, Lexis Nexis

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    Catherine Boran

    Associate, McKinsey & Company

  • "Gagan has top notch UX design skills alongside very strong stakeholder management skills."

    Steve Kato Spyrou

    Design Manager, John Lewis

  • "Gagan is a skilled communicator. He is an an effective leader and brings out the best in his team."

    Taruna Kamboj

    Senior UX Designer, Wipro

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Fortune 500 companies

Join the growing number of design led customers.

  • “Gagan’s relentless focus on the user truly changed the way we think about our solutions."

    James Riggs

    Business Insights, Apple

  • “Gagan's design approach is grounded in detailed analysis of the users and business needs."

    Mo Touman

    Head of Design, Wipro

  • "Gagan has a strong instinct for creating great commercial outcomes and lead teams."

    David Blackburn

    Head of Insights, Rathbone PLC

  • "Gagan's biggest strength is his rare ability to balance business, design and technology."

    Sumit Bhardwaj

    Product Director, Lexis Nexis

  • "Gagan is great at motivating and connecting with team members and developing strong relationships."

    Catherine Boran

    Associate, McKinsey & Company

  • "Gagan has top notch UX design skills alongside very strong stakeholder management skills."

    Steve Kato Spyrou

    Design Manager, John Lewis

  • "Gagan is a skilled communicator. He is an an effective leader and brings out the best in his team."

    Taruna Kamboj

    Senior UX Designer, Wipro

© Gagan Malik. All rights reserved.

© Gagan Malik. All rights reserved.