La Mer × Revieve

An AI result that felt like a diagnosis, not a consultation

La Mer's digital skin consultation, powered by Revieve, generated genuinely useful, personalized skin analysis. The problem was what happened after: the results page presented Tone, Sensitivity, and Structure data in a way that felt clinical and overwhelming rather than the high-touch, reassuring experience customers get from an in-store consultation.

Four specific gaps between the data and the experience

• 01

  Results were presented in clinical, jargon-heavy language that overwhelmed unguided users instead of reassuring them.

• 02

  Customers couldn't tell why a product was recommended for their specific skin, or how it fit into a daily routine.

• 03

  There was no bridge between the emotional warmth of an in-store consultation and the online experience.

• 04

  Negative framing around skin "concerns" undercut the empowering tone La Mer's brand is built on.

A workshop built around three questions

I ran a results-page workshop combining UX methods, affinity mapping, and brand storytelling with the La Mer team, anchored on:

• 01

  How do we make results easy to navigate and understand on their own, without a consultant in the room?

• 02

  How do we show the direct line between a skin concern and a specific La Mer product recommendation?

• 03

  How do we build trust and credibility while keeping the experience luxurious, not clinical?

Competitive audits across luxury skincare confirmed the gap: most digital consultations defaulted to dashboards. None offered the guided, narrative feel customers associate with the in-store ritual.

Four moves that did the actual work

• Guided experience

  Added ambassador-style storytelling and animated explainers for each skin concern, replacing raw data with narration.

• Trust and transparency

  Linked every recommended product directly to the specific skin concern it addressed, with plain-language ingredient explanations.

• Luxury tone

  Replaced clinical, negative-framed language with empowering copy and elegant, interactive visuals. No jargon.

• Routine clarity

  Organized recommendations into clear core vs. extended regimens, showing exactly when and how to use each product.

From a report to a relationship

The redesigned concept turned a data dump into a guided, educational, and reassuring journey. It closed the gap between La Mer's online experience and the in-store consultations it was meant to echo.