The BriefWayfair partnered with TTF at the end of 2018. We were tasked with embedding our team inside Wayfair to help revitalize & redesign aspects of Partner Home, the system they provide to fulfillment partners. Over the years, this system had drifted further and further away from the real needs of users, and as the company scaled, the friction became measurable.
The OpportunityThe disconnect between user needs and the provided tools materialized in direct impact on the efficiency, and bottom line, of the business. We were tasked with a ground-up redesign of their order management system. But to deliver on this goal, we needed to develop a deep understanding of their partner's day-to-day processes, environments, and bottlenecks. We would then use those learnings to help inform a system designed to help partners be successful.
ConstraintsWorking on a complicated enterprise tool as an outside consultant isn’t for the faint of heart. No interface alone can solve experience problems that extend far outside the realm of digital interaction. A system with dependencies intertwined across the organization — this was an exercise of untangling business processes, socializing design decisions, and creating a shared language of understanding.
My RoleAs UX Design Lead, my responsibilities were critical to the success of the project. I conducted on-site & remote research sessions, created alignment across many product teams via research reports, documented & helped evolve the internal processes behind the interface, and designed and led development of interface prototypes.