Recent projects
DSP Logistics Portal
Managing the Operations of a Global Small-Business Logistics Fleet
Delivery Service Partners (DSPs) utilize the DSP Logistics Portal to manage their end-to-end Amazon delivery business. As the Lead UX Researcher, I served as the critical translation layer across five product pillars (Fleet, Scheduling, Cortex/On-Road, Payments, and Compliance), conducting over 700 interviews and 30–70 surveys annually to deliver global customer insights. By unearthing critical systemic gaps, I de-risked high-stakes product rollouts and shifted the organization’s focus from siloed feature development to integrated, long-term customer experience outcomes.
DSP Logistics Portal
App Navigation
Deep dive into mobile navigation to create a service blueprint of the diverse user needs across three major user groups. This initial research led to a multi-year UX project to redesign the delivery app for both DSP delivery associates (DAs) and Flex drivers, and highlighted DSP owner cross-over use cases and tech gaps. These gaps led to work in onroad rescues, two-way communication and coaching.
DSP Mobile
Unchaining Small Business Owners from Their Desks
Through foundational research, I exposed the limitations of a desktop-only portal for mobile-first business owners operating on high-velocity delivery pads. I partnered with UX Design to facilitate a high-velocity design sprint, crafting a mobile companion app vision that won full executive funding from senior leadership. The resulting mobile app was developed and launched globally within eight months, achieving over 8,400 installs by 1,150 DSPs in its initial deployment.
Deconstructing Cognitive Load
Quantifying and Mapping Customer Stress to Drive Product Automation
To address voluntary partner turnover, I led a cross-functional working group to define and measure the “Cognitive Load” of running a logistics franchise. I cataloged over 100 daily tasks and identified 18 distinct environmental, mental, and technical cognitive inputs that induce decision fatigue. This foundational framework was operationalized into a standardized measurement tool used by product teams to prioritize automated, “Management-by-Exception” workflows in the multi-year roadmap.
DSP Payments
Delivery Service Partners (DSPs) utilize the DSP Logistics Portal to manage their Amazon invoices and payments. The following projects were part of a 3-year plan to modernize the payments and invoice platform.
Fixed Invoice Portal and Dispute Wizard
Overhauling Legacy B2B Financial Systems and Opaque Dispute Cycles
Monthly invoice reconciliation was historically the primary financial and emotional pain point for 50% of the DSP network. To address this, I led multi-round remote co-creation and usability sprints to completely overhaul the legacy invoice review and dispute processes. By humanizing the financial vocabulary and visualizing Amazon’s complex calculations directly in the UI, we reduced the overall dispute rate by 700 basis points and slashed monthly invoice review times by 75%.
Payments Dashboard
A Centralized Command Center for Enterprise Cash Flow
To provide business owners with complete visibility over their Amazon earnings, I partnered with UX and Product to design a modernized Payments Dashboard. By identifying the critical financial metrics that drive small-business viability, we built an integrated landing page featuring centralized invoices, prioritized “pending actions,” and “one-click” bulk downloads. This mobile-first experience reduced basic search and collection task times by 94%, giving partners immediate financial transparency.
New financial reporting product definition
Synthesizing Complex Journeys to Create a B2B Competitive Edge
To prepare an enterprise fintech client for a high-value Private Equity sale, I deep-dived B2B customer behaviors, daily reporting activities, and data-entry processes. Through intensive stakeholder, expert, and secondary research, I delivered comprehensive journey maps, service blueprints, software gap analyses, and multi-tier product vision roadmaps. This strategic framework successfully identified immediate and long-term financial reporting opportunities, defining a differentiated product ecosystem that secured a substantial market advantage.
(Client name withheld)
The Get it Done app
Engaging Citizens and Building Trust in Civic Infrastructure
The “Get It Done” mobile app was developed to help San Diego residents report neighborhood issues like potholes, directly impacting civic satisfaction and trust in municipal leadership. I introduced rigorous design-thinking, multi-stakeholder facilitation, and participatory co-creation workshops to pivot a pre-built app into a highly localized, citizen-centric service. By running community co-design sessions and establishing the app’s naming and branding strategy, we launched an intuitive utility that removed reporting barriers and maximized public adoption.
San Diego GovTech Redesign
Restructuring Digital Infrastructure for 1.4 Million Citizens
For the full redesign of the City of San Diego’s official website and visual identity, I led the foundational discovery, information architecture (IA), and Alpha usability testing phases. I mapped complex, multi-department public services to simplify citizen wayfinding and access. By implementing rigorous user testing with highly diverse resident cohorts, we streamlined complex transactional flows, successfully transforming a siloed government portal into a modern, accessible, and user-friendly civic platform.
Logistics Customer Portal
Securing B2B Retention through High-Trust Ordering Interfaces
Faced with aggressive new entrants and low customer switching costs, Airspace Technologies needed to rapidly de-risk and optimize its primary B2B logistics ordering platform. I conducted industry deep-dives, competitive service mapping, and co-creation workshops with major corporate shippers. By translating complex tracking data into high-visibility status indicators and streamlining the ordering interface, we drove significant increases in platform usability, customer trust, and long-term client retention.
Patient Experience & Scheduling Sprints
Securing B2B Retention through High-Trust Ordering Interfaces
Faced with aggressive new entrants and low customer switching costs, Airspace Technologies needed to rapidly de-risk and optimize its primary B2B logistics ordering platform. I conducted industry deep-dives, competitive service mapping, and co-creation workshops with major corporate shippers. By translating complex tracking data into high-visibility status indicators and streamlining the ordering interface, we drove significant increases in platform usability, customer trust, and long-term client retention.
(Client name withheld)