Solution

As the lead Product Designer, I collaborated with the Design System Manager to design Fulfillment Central, a unified platform for fulfillment operations, and led the legacy migration, and zero-to-one initiatives for the Customer Promise pillar.

Results

• Designed and shipped 10 Native applications
• Designed 30 Responsive components
• Customer Promise Pillar satisfaction score: increased by 20%

Iterative Design

We conducted competitive analysis on dashboards and established design systems like Carbon and Material to brainstorm solutions. Using these insights, we created wireframes of the Information Architecture that focused on the seamless navigation between tools, which was an important features for our users who managed all e-commerce operations. As we built the platform, we also developed the first design system components, and applied them to our designs to test their flexibility and ensure scalability until we arrived at the MVP.

Visual Design

Before Fulfillment Central, all fulfillment tools looked the same, making it hard for users to tell them apart as we migrated them into one platform. To fix this, we partnered with our illustrator to create distinct visuals for each tool and worked with our copywriting team to craft clear titles and captions, making them easier to recognize and navigate.

Process

Along with creating Fulfillment Central, I was also responsible for migrating the legacy tools, and designing zero-to-one initiatives for the Customer Promise pillar . I was the first designer on the pillar. Before me, all tools were designed by engineers, who focused on a feature first approach, rather than a user centered approach. This resulted in the design below — a collection of tiles, where each tile represents a feature.

Creating the Roadmap

I teamed up with our researcher to send out a survey, gathering insights on key features and user frustrations with the current experience. Our survey revealed just 25% user satisfaction, confirming the need for major improvements. We categorized feedback by tool and shaped our roadmap around two key initiatives: quick migrations and full redesigns. I worked with my PM in figjam to create the information architecture of these initiatives in Fulfillment Central to plan our roadmap.

What I learned

In this project, I completely re-mapped the Customer Promise application, revamped the Information Architecture, and outlined a roadmap that will guide us for the next few years. It was a unique challenge designing without an established design system, but it was an incredibly rewarding experience that really pushed my problem-solving skills.

Engineering Constraints

I learned a lot working with my engineers on this project. They were incredibly collaborative, always open to discussing user needs and offering technical solutions based on the constraints we encountered. I learned to be flexible, often adjusting designs to fit within those limitations while still keeping the user experience in mind. It was a valuable experience in aligning user needs with technical feasibility.

Next Steps

We will implement analytics tracking tools that will provide us with more quantitative insights into user flows. I’ve designed some core functionalities in our backlog that will be rolled out soon. One key feature is a roles and permissions system that will let us tailor the information users see based on their specific group. This will allow us to design flows that align more closely with their individual workflows and identify areas where we can have a bigger impact—rather than just reworking the entire application. Additionally, we’ll be introducing a notifications system that centralizes communication within the fulfillment pillar, streamlining day-to-day tasks and boosting overall user efficiency.