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Improving Global Fulfillment Services

❤️ Jesús picks: This project stands out as one of my favourites, driven by the global nature and scale with customers all over the world. UX research was at the heart of every decision of the product design teams.

Background
At Wayfair, I led multiple high-visibility design and research initiatives within the Global Supplier Technology group. My work focused on improving fulfillment services for suppliers, with a strong emphasis on user-centered design principles.

Key Contributions:

  • Led 0 to 1 design initiatives.

  • Defined and executed research strategies in partnership with Product and Design leadership.

  • Managed and mentored a high-performing research team, ensuring efficiency in delivery.

  • Advocated for scalable and rapid research practices, for rapid design decision-making.
  • Elevated design maturity by aligning research outcomes with business priorities.
  • Directed complex, multi-phase research programs influencing critical product decisions.

 
Case Study 1: Supplier Fulfillment Optimization

I led an end-to-end an initiative to improve supplier fulfillment services. This effort spanned product discovery, concept validation, and iterative usability testing, providing the foundation for solutions that drove measurable impact on supplier experience and operational efficiency.

The research uncovered critical drivers of adoption, pain points in operational workflows, and opportunities for increased engagement through improved support and streamlined processes. Insights directly informed product roadmaps, design strategies, and go-to-market approaches, enabling more seamless integration for suppliers and stronger alignment with the company’s fulfillment objectives.

Results and Outcomes

I drove a multi-phase initiative to reimagine seller experiences across fulfillment and inventory management. Starting with collaborative workshops, I aligned cross-functional teams on the problem space and key priorities, creating a shared vision for impactful solutions.

Working closely with product and design teams, I translated insights into actionable opportunities, rapidly iterating on concepts and validating decisions through data and usability feedback. This approach ensured solutions were not only intuitive but also scalable for global adoption.

The result was a streamlined suite of seller tools and workflows that improved efficiency, reduced friction, and created a more cohesive experience. By fostering collaboration and empowering teams with clarity and direction, I helped deliver design solutions that aligned with business objectives and seller needs

Methodologies Used
In-Depth Interviews
Rapid Prototyping
Design Thinking
Systems Design
Survey Design
Journey Mapping
Site intercepts
A/B Testing
Usability Study

Impact
My work directly impacted sellers worldwide, more specifically:
Onboarding and Inventory Management
Inbound Design
Outbound Design
Fulfillment Services  Design
Inventory Management Design
Incident Management Design
Seller compliance designs

Client:

Wayfair

Services:

Product Design, Team Leadership, User Research