Kohl’s is the largest department store in the United States with 1,158 locations. In effort to improve upon the shopping experience for loyal customers across all channels, Kohl’s engaged Deloitte Digital to develop a design vision & digital experience strategy to improve the digital experience for its e-commerce customers.

Our approach was to create a forward-thinking long-term design vision for the Kohl’s digital team through a combination of stakeholder interviews, document audits, competitive analysis, design vision and a style guide.

Deloitte was initially hired to audit and augment the work of the Kohl’s CX team for a key Cart and Checkout redesign initiative. Through an extensive series of interviews, document audits and competitive analysis, our design and research team identified that work and collaborated with their team on gaps and plans forward. That work led to their COO asking for our creative long-term vision of their digital brand expression, building from their brand refresh and our UX and UI recommendations.