GLOBAL E-COMMERCE PLATFORM SOLUTION

UX RESEARCH, STRATEGY ROADMAP & DESIGN

Work with executive stakeholders, the clients and development to lay the foundation of the global product

Problem Statement

Pitney Bowes had a vision of consolidating all their shipping applications and customer service capabilities into a single platform. The majority of their tools, capabilities and applications were raw, unfocused and not designed with user experience in mind. They sought to consolidate, incorporate and integrate all the above into a single global e-commerce platform for big box retailers.

Goals & Purpose

The initial ask was to provide UX design for all 25 raw engineering tools and bundle everything into a single user experience on a single platform. Also, vet their customer service centers and offer recommendations on software, physical location, technological equipment, environmental office design and hiring best practices.

Project Results

The roadmap and strategy was achieved as well as guidance for CX office design and best practices for employee hiring and engagement. This foundation laid by this project has become their Global Total E-Commerce solution for major retailers with large volume distribution channels like Target and eBay.

Projects Phases

My Project Role(s)

  • UX Lead

  • UX Architect & Strategist

  • Interaction Designer

  • UX Prototyper

  • UX Researcher

01

UX Research

To start the project, we went to eBay customer service centers to provide insight and research into what needed to improve. Usability recommendations were provided to the executive stakeholders on some critical improvements across efficiency, hardware, software, employee retention, training and best practices for hiring. We also provided insight on the emotional states of the CSR team within the context of their day to day.

Project Phases

My Project Role(s)

  • Head of User Experience

  • UX Architect & Strategist

  • UX Evangelist

  • Interaction Designer

  • UX Prototyper

  • Visual Designer

  • Design Mentor

  • Sales & Communication

  • AGILE Project Manager

  • Product Innovator

02

Design Architecture & Strategy

As the sole designer, I worked across multiple projects to bring user experience and best practices to their core engineering tools and design architecture that allows them to all fit seamlessly into one single enterprise platform.

Project Phases

My Project Role(s)

  • Head of User Experience

  • UX Architect & Strategist

  • UX Evangelist

  • Interaction Designer

  • UX Prototyper

  • Visual Designer

  • Design Mentor

  • Sales & Communication

  • AGILE Project Manager

  • Product Innovator

03

Strategy & Roadmap

Worked with the executive BA and his deputies to streamline, formalize and present our strategic roadmap towards the Global Total E-Commerce Enterprise Product.

Project Phases

My Project Role(s)

  • Head of User Experience

  • UX Architect & Strategist

  • UX Evangelist

  • Interaction Designer

  • UX Prototyper

  • Visual Designer

  • Design Mentor

  • Sales & Communication

  • AGILE Project Manager

  • Product Innovator