UPS
Lead Application Architect
As a Sr. UX Designer, I led the creation of user-centered digital experiences while closely collaborating with the Product Owner to ensure the design aligned with product goals and business needs. I worked on developing intuitive, user-friendly interfaces, conducted user research, and created wireframes and prototypes. My role also included refining products based on user feedback, enhancing overall user journeys, and delivering high-fidelity designs. Additionally, I mentored junior designers and ensured consistency across UX efforts, working cross-functionally with development teams and stakeholders.
Promote stakeholder collaboration by conducting strategy sessions and providing regular updates; guarantee that all perspectives are acknowledged and incorporated into the development process.
Construct and refine mobile application interfaces that are both user-friendly and intuitive, guaranteeing their congruence with UPS’s brand identity and customer anticipations.
Establish project milestones, collaborate closely with stakeholders from various departments to collect requirements, and guarantee congruence with organizational objectives.
By employing analytics and user behavior data, design decisions can be informed, and the product can be iterated continuously to align with the changing demands of customers.
The Problem
At UPS, the critical problem was the outdated, decades-old web application that struggled to meet the demands of modern logistics. The existing system was inefficient and lacked both user-friendliness and the flexibility required for today’s fast-paced delivery environment. Users encountered slow processing times, complicated navigation, and disjointed experiences when tracking packages or coordinating deliveries. The antiquated technology also failed to provide seamless real-time updates or integrate smoothly with the company’s evolving backend systems.
As UPS expanded, the limitations of this outdated web app became a bottleneck for efficient operations, impacting both internal teams and consumers. The challenge was to modernize the entire system by upgrading the user interface and experience, while simultaneously enhancing backend processes to support real-time updates, multi-location delivery tracking, and customer notifications. UPS needed a web application that could not only simplify the logistics process but also scale with the company’s growth, reduce delays, and significantly improve both user satisfaction and operational efficiency.
The Solution
The solution to UPS’s outdated web application was to redesign the pick-up portion with a focus on simplifying the user experience. The first step was implementing an intuitive interface, allowing customers to easily schedule and manage pick-ups, including multi-location requests. Real-time data tracking was integrated to ensure seamless updates, enabling both customers and internal teams to receive instant notifications and updates. Enhanced security measures, such as encryption and secure authentication, were added to protect user data. These improvements increased operational efficiency, reduced delays, and provided a smoother, more responsive user experience.
The Problem
One of the largest logistics companies in the world, UPS, faced a significant challenge: lacking a dedicated mobile presence. As a result, users struggled to manage logistics on the go, a necessity in today’s fast-paced, mobile-first environment. The absence of a mobile app meant inefficient communication, delays in real-time tracking, and an overall poor customer experience.
This gap left customers reliant on outdated, desktop-based systems, limiting their ability to manage pick-ups, track packages, and receive notifications seamlessly. The lack of mobile accessibility also impacted internal logistics, as delivery drivers and operations teams were unable to efficiently update or manage workflows on the go, contributing to slower response times and reduced productivity. A modern mobile app was essential to optimize the logistics process, enhance user satisfaction, and align UPS with evolving customer expectations in the digital age.
The Solution
To address UPS’s mobile gap, the solution was to develop a fully integrated mobile app that optimized logistics management for both customers and internal teams. The app allowed users to schedule, track, and manage deliveries in real-time, significantly improving their ability to engage with UPS services while on the go. Designed with a user-friendly interface, the app simplified key functions, including pick-up scheduling and multi-location requests. Real-time tracking and push notifications provided seamless updates on package status, while backend improvements ensured quick data processing and reduced delays.
Additionally, the app featured robust security protocols to safeguard user data and sensitive logistics information. For internal teams, the mobile app improved communication between drivers and operations, allowing for real-time route updates and package scanning, resulting in increased productivity and efficiency. By introducing this mobile solution, UPS was able to meet modern consumer expectations, streamline operations, and significantly improve overall customer satisfaction.
Isolate user concerns and correct by incorporating feedback mechanisms into application designs, with user engagement and satisfaction as the highest priorities.
Perform regular competitive analysis in order to establish benchmarks for our mobile applications and detect potential areas for improvement and innovation.
Supervise cross-functional teams during agile development cycles while nurturing a rapid iteration and innovative culture.
