phillips post sale platform
Traditionally, contemporary art auctions have been followed by a manual, communication-heavy post-sale process at Phillips—one that depends on careful tracking and back-and-forth coordination. This often leads to inefficiencies and leaves collectors unsure of how to make payment and release arrangements.
The Platform changed the post-sale experience—creating a seamless, digital journey that is as intuitive and elevated as the auction itself.
goal
To launch an online post-sale experience for Phillips Gallery One, that will streamline the purchasing and shipping process for luxury clients.
impact
Since its launch in 2022, Phillips has seen an increase in receiving payments within deadline to pay out its consignors. The platform also resulted in a significant increase of artworks being released within 2 months of sale- a previous pain point for warehouse resources.
This platform streamlined administrative tasks through greater automation, reducing overhead and allowing staff to dedicate more time to high-value work. It was a strong design solution with an improved user experience for Gallery One buyers.
process
In collaboration with the product manager, I created a process that involved compiling feedback from staff & clients, and changing internal and external workflows- which ultimately transformed the way Phillips conducted their post sale business.
The cross-functional team consisted of a product manager, designers, developers, and sales team members.
my role as a post sale lead:
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conducted user interviews & research
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built user journeys & interaction designs
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created data visualization & presented to company stakeholders for alignment
user research methodology:
To gain in-depth insights into the experiences of auction house clients and staff during post-sale interactions, qualitative & quantitative research approaches were employed.
Interviews were conducted with a diverse group of participants, including high-value clients, and leaders & members in Shipping, Client Accounting, Warehouse, and Sales teams.
making data-informed decisions:
From the user research results, I implemented solutions related to payment processing, release methods, and client communication.
This included chat scripts, product writing, and internal & external workflows that adapted to the platform.
