Bringing a traditional funeral parlour into the digital age, with a multi-role memorial platform
The design strategy from an ambiguous concept was turned into to a defined, multi-role memorial platform, creating a new digital-first service for a traditional funeral parlour.
The Life Celebrant (TLC), a funeral parlour service, wanted to create a complex system to support grieving families. The goal was to build a new platform that would allow them to create online memorials, integrate a sensitive eCommerce aspect, and facilitate the planning of funeral services, all while adding value during a difficult time for the loved ones.
By architecting a system that serves distinct user roles, from admins to family members, my design translated a vague brief into a clear, scalable, and compassionate user experience.
The project began with a general brief but lacked a well-defined scope. As the design lead, I initiated a series of stakeholder workshops to extract key requirements. I then organized this information using affinity mapping to build a clear picture of the system, its use cases, and, critically, the different users at each stage of the funeral process. This discovery revealed the need for a complex, permission-based platform. Using the Lean UX Canvas, I filled in the gaps to understand the project's scope on a deeper level, defining the distinct flows for administrators, staff, and family members. Finally, I established a complete design system, expanding on TLC's corporate colours to create a consistent, web-ready palette and typographic scale for the entire platform.
