Delivering user-centric designs
I balance putting users at the center of every design decision with remaining in scope of project requirements to create engaging, end-to-end products that effectively achieve important business outcomes and delight users.
Circular Economy Pilot Program
FEATURED PROJECT
Client: Amazon Sustainability
Roles: Designer, researcher
Duration: 9 months
Design programs: Sketch, Principle
Situation
Amazon Sustainability was developing a new program in partnership with 2 large external charity organizations to enable customers to support the circular economy by donating physical goods.
Circular economy noun
An economic system based on the reuse and regeneration of materials or products, especially as a means of continuing production in a sustainable or environmentally friendly way.
Task
I was the sole designer and researcher responsible for creating the customer-facing, web experience for the pilot program. Success for the experience was determined by if it was able to improve customer sentiment and satisfaction with Amazon as a brand while minimizing the number of unacceptable donations sent to the charities.
Action
Over 3 rounds of testing, I found participants wanted to learn about the program and complete the experience with little to no effort on their part, struggling primarily with understanding the terms and conditions for participating in the new program. Based on participant feedback, I removed as much complexity as possible to streamline the experience while highlighting important program information visually and contextually throughout the experience.
Result
After presenting the final concept to the product team and receiving their approval, I collaborated with the development team to refine the designs based on technical requirements, balancing the ideal experience identified during testing with the realities of building the experience. The final product was a frictionless experience that helped users to quickly understand how the program worked and complete the primary task with minimal effort.
Other projects
Stanley Black and Decker
Situation: Plant managers and engineers needed a quick and efficient way in both an office and on the factory floor to manage daily tasks, view data, and take notes.
Task: Create a new work management experience that can be personalized by factory role and is scalable across different factory sizes and technology levels.
Solution: I rapidly concepted and iterated a dashboard that highlighted and prioritized important data and tasks as well as standard work activities.
Result: Stanley Black and Decker moved the designs into production so that they could live test the experience in four of their factories.
Amazon International Seller Services
Situation: Amazon selling partners had difficulty understanding the available Amazon programs and identifying which products to enroll into each program.
Task: Help Amazon selling partners identify high-potential growth opportunities with the Amazon programs Fulfilled by Amazon and Sponsored Products.
Action: I designed an experience through 4 rounds of usability testing that highlighted products within Amazon selling partners’ current catalogs to enroll in FBA and Sponsored Products.
Result: The new experience provided growth recommendations to 1.2 million Amazon selling partners and achieved a 7.2% traffic to registration action rate for Sponsored Products.
Microsoft OCP - Guided Experiences
Situation: OCP provides support and resources to 200,000+ Microsoft partner businesses but can only provide direct support to a limited number of them.
Task: OCP wanted a self-service digital ecosystem for unmanaged partners to get the guidance, training, and resources they need to be successful.
Action: I documented partner journeys for offering a Microsoft product, service or developing new IP, then designed a framework of templatized, customizable pages to support each journey phase.
Result: The initial 8 Guided Experience increased OCP’s success metrics around new signups, membership renewals, completion of high-value tasks, and engagement rates with important content.