The Covid FAQ landing page

THE BRIEF

During this challenging time, I was tasked with creating a comprehensive FAQ page that would address customers’ concerns and questions. With England, Scotland and Wales all having different restrictions and rules, I created FAQ pages for each country.

APPROACH

• I worked closely with the UX Team to ensure the customer journey was optimised and easy to understand

• I collaborated with the Marketing team to ensure all customer concerns were covered, while also representing the John Lewis brand in the best possible way

• I regularly tested each page using heatmaps and analytics to see how the pages were performing and made tweaks accordingly. I also worked closely with the UX team to edit information

• Regularly updated the pages as information and restrictions changed to ensure content was always accurate

• Took part in daily calls throughout the pandemic to stay on top of changes, including the impact to services and safety protocols