7-Eleven

Experience Architect
(Product Owner full stack)

I was tasked with the extremely ambitious 6 months goal to strategize, conceptualize, and create two proof of concepts; customer app and franchisee app. In addition with creating all associated digital executive & user training material. In additionI co-lead 7-eleven digital UX recruitment and personally hired 10 new User Experience Pros and through my direct and sole architecture & design efforts, the UX team bloomed from me as the “Army of One” to a team of nearly a dozen with funding blooming from a nest of $3M to $30M for execution.

Championed product initiatives and business cases to the executive management team for prioritization and development; act as a key product expert, evangelist, and advocate for initiatives, tools, and product features

Leveraged a discovery-driven approach to thinking through full physical and digital experience and how users, technology, and physical environments intersect and work in conjunction to drive up purchases

Architect, product designer, define and communicate end-to-end scenarios, interaction models, and screen designs to stakeholders & executives

Design library creator and manager utilizing FIGMA and Invision to ensure continuous and seamless synchronicity between UX and UI devs

The Problem 1

At 7-Eleven, several significant challenges emerged. First, the absence of a fulfillment app for franchisees to process mobile orders resulted in inefficiencies and operational struggles. To address this, I conducted over two dozen user interviews with franchise owners, store managers, and employees, gathering vital insights into their unique needs. Additionally, the lack of a cohesive system made it difficult to create a seamless user experience between the customer mobile app and the yet-to-be-developed iPad franchisee app.

As the sole UX Architect and Designer for the first six months, I took on the task of designing a proof of concept that addressed these issues. However, the complexity of the project required scaling, and over the next seven months, I hired a team of 12 professionals to turn the concept into a full-fledged iPad app, ensuring the system was practical, scalable, and responsive. The combination of a disjointed digital experience, no pre-existing app infrastructure, and the need for comprehensive research and development created a challenging environment that required thorough planning, research, and strategic hiring to overcome.

The Solution

The solution at 7-Eleven involved a comprehensive approach to building an intuitive, scalable iPad franchisee app to seamlessly work with the customer mobile app. First, I conducted extensive research, including over two dozen interviews with franchise owners, employees, and store visits, to understand their operational needs and pain points. As the sole UX Architect and Designer for the first six months, I designed a proof of concept that addressed these challenges, focusing on ease of use and efficiency.

To scale the project to its full potential, I hired a team of 12 UX professionals over the next seven months, transforming the proof of concept into a fully functioning iPad app. This app provided franchisees with real-time order tracking, simplified order management, and seamless integration with the customer-facing mobile app. The end result was a solution that streamlined operations, improved order fulfillment, and enhanced the overall customer experience. By creating a fully integrated system, the new app bridged the gap between customer orders and franchisee fulfillment, offering both speed and reliability.