Overview

I was the first UX design lead on Retail Systems Platform (RSP) and introduced retail engineering teams to user-centered design. RSP was created to address some of the key usability issues with internal tools at Amazon that are used to run retail business which included many disparate, disconnected applications with siloed data and functions. Retail users had to learn which tool to pick for each task (6 month ramp time for new hires), which made it difficult to tell what work they need to accomplish day-to-day or what is highest priority. Their workflows consisted of a “copy and paste” approach through different tools and numerous spreadsheets.

As part of the overall RSP mission to deliver the right work, to the right user, at the right time and with the right priority, I defined and implemented user-centered design process in retail and:

• Conducted contextual enquiry with over 50 retail business users
• Defined user profiles and business goals
• Mapped end-to-end business processes and day-in-a-life for each profile
• Defined UX/Dev engagement process with development teams
• Identified patterns and created design system and guidelines
• Documented library of platform components
• Held regular brown bags on UX best practices and presented at company-wide monthly UX meetings
• Supported 30+ dev teams and launched 40+ new applications on the platform in 2 years
• Created customer experience bar raiser review process and conducted over 100 reviews