Wayfair · UX Design Lead · 2018-2019

Building the future of how Wayfair Partners process millions of orders per week.

Aspects of this project are confidential & can’t be displayed publicly. If you’d like to know more about my process, schedule a portfolio presentation.
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About The Project
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.
HighlightBuilt a deep understanding of our users through research & democratized access to learnings across the organization.
Visited dozens of partners across the US & the UK to conduct on-site contextual research sessions. This allowed us to create a comprehensive picture of their working environment, internal processes, and more personally understand the humans that interact with the system on a daily basis.
Documented, cataloged, & organized our research into a robust library. This allowed any stakeholder to browse the complete archive of our research. With full transcipts & video recordings, any team member could easily uncover examples of user feedback relevant to their product area.
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Synthesized research data into reports & presentations to make user insights actionable and digestible for all stakeholders.
Helped to facilitate workshops with internal teams to encourage & identify opportunities for UX research practices.
HighlightDesigned, developed, & tested a vision for how to evolve the toolset for partners.
Audited the current toolset & worked with stakeholders across the organization to create an accurate map of the many intertwined business processes and logistical dependencies.
Utilized our research finding to redesign the toolset from first principles, addressing sources of friction & reorganizing the system to align with how they truly approach their tasks.
Built prototypes up and down the fidelity chain, from card sorting, to click-throughs, to a fully functioning coded front-end to test the more complicated stateful flows.
Took our prototypes on the road and had users test them in their workplace. Getting feedback on how this new toolset would fit into their job.
Want a deeper dive on how I approached this project?Portfolio presentations are available upon request, drop me a line and I can guide you through how I work.