Samsung
*Please note due to NDA policies at Samsung, I am not able to showcase all visuals and metrics.​
Overview-
Samsung.com serves millions of visitors each year, making every customer touchpoint critical to the purchase journey. This case study highlight how research, customer insights, and cross-functional collaboration helped optimize Samsung's monitor reservation experience ahead of a major product launch, driving stronger customer engagement and business outcomes.​​
Increasing Early Customer Engagement for Samsung's 2026 Monitor Flagship Launch
How we redesigned Samsung's monitor reservation experience to improve conversion for future product launches.
Role
Lead CX/Product Designer
Timeline
6-8 Weeks
Impact
Net increase of reservations that led to more conversions.
Scalable framework for future launches.
Business Context
Each year Samsung launches a new monitor lineup. Before pre-orders begin, customers can reserve their interest through a dedicated landing page. This experience is a key driver of early customer engagement and launch campaign performance.
The Challenge
We needed to accomplish two goals that naturally competed with each other:
Increase reservations while collecting customer insights.
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The existing experience generated reservations but captured limited customer insights and wasn't designed to scale across future product launches.
Design Opportunities
This project wasn't just about redesigning a landing page—it was about helping Samsung better understand its customers before one of its largest annual product launches.
Opportunity 1 - Understanding Customer Intent
2025-
Customers simply reserved a monitor
2026-
Customers provided us:
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Why they were buying
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Which screen size interested them
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Which product categories they cared about
Why this matters: This created opportunities for better personalization while giving Samsung deeper customer insights.​​
Opportunity 2 - Create Excitement
2025-
The previous experience felt transactional.
2026-
Introduced stronger visual storytelling that aligned with Samsung's premium brand while maintaining a clear path toward reservation.​
Why this matters: We wanted customers to feel like they were getting an exclusive first look at Samsung's newest monitor lineup.​
Opportunity 3 - Design for Future Launches
2025-
Another one-off campaign page.
2026-
A modular experience that could be adapted for future monitor launches with minimal effort.
Why this matters: ​Designing a modular experience made it easier to scale and adapt the page for future product launches, while maintaining a consistent customer experience.
The Process - I led UX strategy and collaborated with product, engineering, marketing, and merchandising throughout discovery, design, and launch.
Understand the Business Goals
Before exploring solutions, I aligned with stakeholders to understand the objectives for the 2026 monitor launch. The team wanted to increase reservations while collecting more meaningful customer insights to support future marketing efforts.
Research & Discovery
I reviewed previous campaign performance, analyzed user behavior, evaluated competitor experiences, and gathered feedback from cross-functional partners. This helped identify opportunities to improve both the customer experience and business outcomes.
Define Opportunities
Based on our findings, I identified four focus areas:
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Capture richer customer preferences
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Create a more engaging launch experience
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Support multiple product categories
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Build a scalable framework for future campaigns
Explore Solutions
I collaborated with stakeholders to explore different approaches, balancing user needs with marketing goals, technical constraints, and business priorities. We evaluated tradeoffs before aligning on a direction.
Refine Experience
Working closely with engineering, marketing, and merchandising, I iterated on the experience to simplify the reservation flow while introducing additional preference questions that provided greater business value.
Deliver & Launch
After validating the design with stakeholders, we finalized the experience and partnered with engineering through implementation to ensure the design intent was maintained through launch.
Measure Success
Following launch, we monitored key performance metrics to evaluate the impact of the redesign and identify opportunities for future optimization.
Results - These improvements helped create a more valuable experience for customers while giving Samsung richer first-party data to support future campaigns.
Increase in reservation conversion
Better customer segmentation
Richer first-party customer insights
Scalable framework for future launches
2026​
2025
Reflection
What surprise me -
Collecting a small amount of additional customer information created significantly more business value than expected.
Biggest tradeoff -
Balancing a frictionless sign-up experience with collecting meaningful customer insights.
What I'd improve -
I'd validate future iterations with A/B testing and explore progressive disclosure to further reduce perceived effort.
Thank you!