Recent Amazon 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).
DSP Fleet Management
Across the 4 years I researched DSP fleets, the DSP fleet management toolset morphed from a single page to a full suite of tools to add or remove vehicles, track maintenance and warranties, request and schedule services, and request rentals. Research projects included new EV fleet management, fleet insurance (in partnership with Marsh Insurance), towing and new vehicle development.
DA Daily Vehicle Inspection
Usability testing of the app-based DVIC, refining process, interactions, and language.
Fleet Management Portal
Iterative usability testing on the fleet management portal.
Vehicle Insurance
Deep dive with DSPs on their insurance challenges, beliefs, and attitudes towards insurance.
DSP People Management
My first project at Amazon was defining what makes a great Delivery Driver. This project led the way to a new '2 pizza team' at Amazon for Workforce Tech and a 3-year project to develop people management tools. Projects included employee acquisition, training, coaching, communication, and process mapping across all of these activities.
DA Console
Insight-driven metrics toolkit to support delivery driver coaching and training.
People Management
Tool suite for managing driver onboarding, training, and assignments.
Thank My Driver & Driving Statistics
In-app driver feedback, including annual holiday customer feedback.
Cortex (delivery logistics)
A legacy product, I conducted 4 years of research on Cortex, the primary delivery and driver tracking tool across 5 DSP programs. Projects included global segmentation and usage studies, user activity and behavior-based needs, product simplification, cross-tool and cross-segment product development, mobile apps, and communication and feature integration.
Rescues
Getting help to those who need it, while supporting all delivery associates.
Global use
Capturing and categorizing global Cortex use to support a redesign.
3yr Plan
Developing a customer-centric vision of the product and its potential.
DSP Support Central
A 0-1 product, DSP Support Central resulted from my research that indicated DSPs utilized their business coaches as their de facto support person placing a huge burden on a small team.
Support Hub
Early research with DSPs indicated overuse and poor use of the business coach function. This resulted in work to define the feature requirement set for a support tool.
Support Central
Deep dive research to define base requirements. Iterative usability research to move from UX framework to refined features.
AI-Based Support
Workshops to frame the UX of the AI experience.
Research Database
A 0-1 product, the research database created a central repository of customer research, containing insights, reports, and assets. Initially used to help the organization with business and product development, the database became a tool to train AI on the customer.