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
From 2021 to 2024, I led a team of user researchers within the Global Supplier Technology group. I managed a diverse portfolio of research initiatives and played a key role in conducting high-impact, highly visible studies focused on Wayfair’s fulfillment services. Key responsibilities:
- Collaborate with Product and Design to identify, prioritize, and align research areas.
- Lead high-impact research initiatives to drive key product decisions.
- Delegate and manage research projects within the team, ensuring quality and efficiency.
- Oversee performance management and development of direct reports.
- Scale user research across the organization, promoting a user-centered approach.
Case Study 1
I led a comprehensive user research study across multiple phases, from product discovery to implementation, including usability testing and concept validation, to identify strategies for optimizing the utilization of fulfillment services by suppliers. Among the research questions I answered are:
- What factors influence a seller’s decision to adopt or utilize fulfillment services
- What are the main barriers that prevent sellers from fully utilizing available fulfillment services
- How do sellers perceive the integration and use of fulfillment services in their existing operations
- What incentives or support would encourage sellers to increase their use of fulfillment services
- How do sellers currently manage fulfillment and what pain points do they encounter in the process?
- How does the performance of fulfillment services (e.g., speed, accuracy) impact a seller’s willingness to adhere?
- How do sellers measure the success or failure of their fulfillment and stocking strategy?
- What are the key motivators for sellers to maintain compliance with fulfillment service demands (e.g., timeliness, packaging, inventory management)?
Results and Outcomes
During this project, I led multiple phases of user research to enhance seller experiences with fulfillment and inventory management. My work began with facilitating workshops with stakeholders to gather insights, clarify assumptions, and define the problem space. We started by conducting in-depth interviews with sellers to generate initial hypotheses. These insights were then tested through surveys with over 1,000 suppliers to validate our findings.
From there, we developed several design concepts, which were tested for usability to identify opportunities for improving adherence to supply and demand processes.
Our research uncovered key adoption barriers, pinpointed the most effective interface features for seller engagement, and highlighted design improvements to streamline incident management and inventory handling. Through this process, we uncovered both explicit and latent seller needs, enabling us to refine the product and better address the challenges faced by sellers
Methodologies Used
In-Depth Interviews
Survey Design
Journey Mapping
Site intercepts
A/B Testing
Usability Study
NPS Studies
Impact
My work directly impacted +20,000 sellers worldwide, more specifically :
Onboarding and Inventory Management journey
Inbound Interface Design
Outbound Interface Design
Fulfillment Services Onboarding Design
Inventory Management Interface Design
Incident Management Interface Design
Seller adherence to demand and supply
Reduction of inventory management incident tickets
Seller compliance with incident management protocol
Client:
Wayfair
Services:
User Research, Experience Design