Design Thinking Portfolio

Through primary research of a CellMark warehouse, I led a team of four UX consultants in developing process improvements to our client’s Receiving and Shipping departments. I delivered our research findings to the University of California, Irvine Henry Samueli School of Engineering, to guide them in the creation of automation focused engineering capstone projects.

Drawing on a rich contextual understanding of operations and proven customer experience strategies at FedEx Office, I researched and designed board games that contributed to improving key-performance indicators (KPIs). The successful testing and iteration of these games at a single store led to implementation across the district.

I used observational research to inform and design the concept for an urban history AR experience for the Historical Society and Chamber of Commerce in Apex, NC. The app provides Apex residents and tourists an engaging, self-guided experience to learn, explore, and interact with this historic railroad town.

I planned and conducted evaluative and generative research on FedEx.com to improve usability and inform the design of a new user interaction for rerouting packages, creating the potential to both reduce lost revenue from customer claims and drive new revenue to FedEx’s retail locations.