Wayfair Driveway
Role Lead UI/UX Design | User Research | Team Mentoring
As a Lead Product Designer at Wayfair, I led the comprehensive redesign of our existing first-and-last-mile delivery application. The goal was to unify a legacy logistics tool with Wayfair’s modern mobile brand standards, ensuring a seamless experience for both internal operators and third-party partners.
Constraints
Carriers and supplier dock managers were struggling to maintain accurate shipment statuses across a global network. Wayfair needed a platform that wasn't just functional, but measurable—allowing the business to track user satisfaction and success metrics in real-time.
Observation and Team Mentorship
We conducted on-site interviews and observational studies with drivers and dock managers to identify friction points in the shipment lifecycle. During this phase, I mentored a junior designer on field research techniques and coached a new Product Manager on how to translate raw user observations into actionable business requirements.
Salesforce Prototype
We built an initial workflow and rapid prototype within Salesforce, deployed to drivers for a 3-month pilot. I guided the junior designer through the creation of this pilot interface, ensuring they understood the balance between technical Salesforce constraints and user-centric design. By capturing "Day Over Day" satisfaction and driver comments, we gave product partners a data-rich foundation for the next stages of development.
Branding and UI Design
After synthesizing 3 months of pilot feedback, I led the transition to a custom interface using Wayfair’s external application design system. I coached the team on maintaining brand integrity while implementing "quality of life" improvements, such as Improved Route Management. This collaborative approach ensured the junior designer gained experience in complex systems design while the PM successfully navigated the project's first major brand integration.
Impact: Data-driven design that scales.
By combining user research with metric tracking, we delivered an application that satisfies both the Wayfair brand and the functional needs of carriers worldwide. The result is a platform that scales with Wayfair’s global growth while maintaining a high bar for user satisfaction.