A broader horizon for live commerce.

The opportunity

CommentSold had built a successful live-selling business around social commerce, particularly Facebook. Its next challenge was to expand beyond a single social platform and the fast-fashion market while responding to market fluctuations and the risk of a downturn.

The product opportunity was also a business-resilience opportunity: support new audiences and selling channels without making future growth depend on the same platform or customer segment.

Establishing design and research leadership

Patrick played a key role in establishing a product design practice and a mature user research capability. He built and led the team responsible for rethinking the user experience and developing a product ecosystem that could support expansion across different media platforms.

CommentSold engaged Permira Private Equity for support in establishing product design leadership, fostering innovation, and strengthening its competitive position. The work connected those priorities with the practical need to help sellers move inventory through engaging live-commerce experiences.

Moving beyond a single market

The team’s mandate extended beyond changes to individual screens. Patrick led the effort to revitalize customer and user experience as the platform moved beyond its initial fast-fashion focus. Design and research provided the foundation for understanding new audiences and supporting a wider range of selling experiences.

The strategic aim was to reduce dependence on Facebook, respond more effectively to market uncertainty, and open the platform to additional social channels.

A modular product ecosystem

The work focused on a modular framework for introducing features to new customers. A more stable product platform and a comprehensive ecosystem were intended to accelerate delivery to customers and make expansion into different media platforms easier to support.

This brought product design, research, and customer experience into the same growth agenda: building capabilities that could adapt as the business and its market evolved.

The outcome

Patrick established a stronger design and research foundation and led the experience work behind a broader live-commerce ecosystem. The original case study describes improved customer experience, greater adaptability, and a modular framework for reaching new customers and channels.