Phillips Post Sale Platform

Goal

To launch an online post-sale experience that will streamline the purchasing and shipping process for luxury clients.

Overview

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 what’s happening after the hammer falls.

We set out to reimagine the post-sale experience—creating a seamless, digital journey that is as intuitive and elevated as the auction itself.

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Impact

Since its launch, Phillips has seen a 30% increase in receiving payments within deadline to pay out its consignors. The platform also resulted in 80.5% 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. Not only is this a strong design solution with an improved user experience—it marks a significant evolution in how Phillips operates as a business.

Process

Through an agile process with multiple internal releases and testing, the platform was designed and developed in 3 months. This involved changing internal workflows, compiling feedback from staff and clients, and ultimately changing the way Phillips conducted their post sale business.

The digital Post Sale Platform was launched in the summer of 2022, and worked in tandem with the sale team's administrative processes.

The cross-functional team consisted of designers, developers, a product manager, and sales team members.

My role:

conducted user interviews & research
built user journeys & interaction designs
created data visualization & presented to company stakeholders

User Research Questions

Clients

How did you feel about the communication and support you received from the auction house after winning the bid? 
What was your experience with payment and understanding all the associated costs (e.g., buyer’s premium, shipping, taxes)?
How did the shipping and delivery process go, and did the artwork arrive in the expected condition and timeframe?
What would make you more likely to purchase again from this auction house or recommend it to others?

Staff

How does your team handle communication with buyers after a successful online bid, and what challenges do you face in maintaining timely, clear follow-up? 
What common issues or questions do buyers have around payments and fees, and how do you typically address them? 
Can you walk me through the shipping and delivery process for sold artworks—what goes smoothly, and where do problems tend to occur?
In your view, what factors most influence whether a buyer returns or recommends the auction house after their first online purchase?

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