Recent projects
DSP Logistics Portal
Delivery Service Partners (DSPs) utilize the DSP Logistics Portal to manage their Amazon delivery business. I was responsible for derisking its user experience, conducting over 700 interviews and 30-70 surveys annually. I partnered with UX, Product and Business across 5 pillars to provide global customer insights and identify gaps in product or experience. Work was across legacy functions (user authentication), critical products and their pillars (fleet, scheduling, logistics, payments, compliance), and wholly new products (EVs, support, people management, mobile).
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
This new dedicated app for DSP business owners, provides ‘just-in-time’ information synched to the DSP’s schedule, helping them focus on the task at hand. Stemming from unmet needs surfaced in my research, I partnered with UX to create a mobile vision for leadership via a one week design sprint.
Cognitive load
To reduce DSP owners’ cognitive load, an S goal, I was tasked with creating a survey that helped identify and track the DSPs’ business efforts and impacts as they relate to product and services built by Amazon Delivery.
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
Part of a three year vision, this project was a complete re-design of the customer’s experience. Our goal was to eliminate costly invoice reconciliation and dispute process. My research had the team rethink the entire payments portal, from how it surfaces contents, the words it uses, and how it functions fro the DSPs (our customers).
New financial reporting product definition
To prepare for a Private Equity sale, I was tasked with deep diving customer behaviors, activities and work processes on their daily reports. Our goal was to identify short and long-term financial reporting opportunities that dovetailed with existing software, while also creating a competitive edge in the market. I conducted secondary, expert and stakeholder research to mine the existing knowns about the topic. I created journey maps, service blueprints, software gap analysis, personas, use cases, and multiple product visions (from simple to complex).
(Client name withheld)
Get it Done app
The Get it Done app was developed to help residents report potholes, thus increase satisfaction in the City and its mayor. While the app was pre-built, I brought process, design thinking and facilitation, branding and co-creation to create an app that functioned for all residents.
SanDiego.gov
A full redesign of the City’s website and logo. I was responsible for the discovery, usability and Alpha testing.
Patient Experience
As metrics go, patient satisfaction is perhaps the hardest metric to excel at. For our client, low patient satisfaction scores were impacting their bottom line. I was tasked with mapping the patient experience within the office and their scheduling tools to identify problems and opportunities for experience improvements.
(Client name withheld)