Swisse Wellness
PRODUCT MANAGEMENT
Swisse AU & NZ eCommerce stores relied on Adobe Commerce's built-in OpenSearch for on-site search. However, it delivered a poor customer experience with irrelevant search results, high rate of "no results" and frustrated customers abandoning the site.
Recognising the importance of search driving discovery and conversion, I led the initiative to implement a best-in-class search experience using an AI-Powered "Live Search" solution.
Product Vision & Strategy
Technical Research & Solution Evaluation
Stakeholder Management
Delivery Planning & Execution
Implementationn & QA
Analytics Reporting
Continuous Optimisation
Product Vision & Strategy
Defined the product vision and clear success criteria for an improved on-site search experience, linked to measurable KPIs (CTR, conversion, zero-results rate). Identified the business value and impact of better search (improved discoverability, higher customer satisfaction, more revenue).
Technical Research & Solution Evaluation
Researched and evaluated multiple technology solutions, assessing cost, complexity and business impact. Selected Adobe Live Search as the most cost-effective, high-impact option.
Delivery Planning & Execution
Engaged cross-functional stakeholders to align on priorities, timelines and trade-offs. Created a delivery roadmap, managed sprint planning and resource allocation with developers.
Implementation
Oversaw Live Search configuration (weights, synonym database, relevance rules) to ensure optimal customer experience. Created comprehensive documentation and release notes to educate cross-functional stakeholders of opporunities, limitations and management of the search experience.
Continuous Optimisation
Identified ongoing opportunities to further improve search experience and created a roadmap to further enhance the on-site search experience over time.
By replacing OpenSearch with Live Search and optimising it for customer needs, I delivered measurable improvements in relevance, discoverability and conversion. This demonstrated how search optimisation can unlock value in eCommerce by aligning site experience with customer intent.