Human-centred retail – how UX research shapes the Tesco experience - Solo session
24 Sep 2025
THE FUTURE OF DIGITAL COMMERCE STAGE
Talent & Teams
Measurement & ROI
General eCommerce Insights
Growth & Customer Acquisition
For UX professionals, ecommerce product teams, and digital experience leaders who want to embed research into product development, scale user-centricity across large organisations, and design seamless retail journeys across touchpoints.
As Tesco marks 30 years of the Clubcard, a loyalty programme that has become a cornerstone of British retail, the brand continues to evolve its customer experience through deep, human-centred design. This session explores how UX Research fuels that evolution, from embedding research into everyday team workflows to designing seamless omnichannel support. Discover how Tesco scales insight-driven design across large, siloed teams to stay relevant, responsive, and radically customer-focused.
What you can expect to takeaway:
• How Tesco integrates UX research into cross-functional teams to inform the Clubcard and wider customer experience
• Real-world examples of improving omnichannel journeys by reducing friction and increasing transparency
• Strategies for scaling UX research across complex organisations without losing sight of individual user needs
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