I defined a system for inbound visibility across Amazon’s FBA network, enabling sellers to understand, track, and act on inventory shipments throughout the entire lifecycle.
Inbound logistics is one of the most critical parts of the seller experience, yet it was fragmented across tools, unclear in status, and difficult to act on. This resulted in millions of support contacts and operational inefficiencies at scale.
This work reframed the problem from improving individual tracking features to designing a visibility system that enables decision-making across the shipment lifecycle.
I led the design of a system that connects shipment tracking, operational workflows, and performance monitoring into a unified experience.
This included:
Rather than redesigning isolated screens, I focused on creating a scalable system for visibility and action across seller operations.
Sellers lacked clear answers to critical operational questions:
Research with 50+ sellers showed that the issue was not lack of data, but lack of usable visibility. Sellers could not understand shipment state, interpret performance, or determine next steps .
This resulted in:
The problem was not missing features—it was the absence of a system that supports decision-making under uncertainty.
The system was designed as a unified visibility layer across the shipment lifecycle.
It consists of three core components:
These components are connected through a shared model of status, alerts, and actions, ensuring consistency across experiences.
This transforms inbound logistics from a fragmented set of tools into a cohesive system for monitoring and decision-making.
I introduced a status-driven model to simplify complex logistics data, prioritizing clarity over granularity.
I embedded actions within context, reducing the need for cross-navigation but increasing design complexity across systems.
I redefined the shipping queue from a passive table into an operational control center, prioritizing decision-making over data display.
I designed mobile as a primary operational surface rather than a secondary experience, ensuring sellers could manage shipments in real time.
These decisions consistently prioritized actionability and clarity over system simplicity.
Inbound logistics involves constant variability, including delays, missing inventory, and processing inconsistencies.
The system addresses this by:
By making uncertainty visible and actionable, the system reduces reliance on support and improves operational control.
A seller tracking a shipment can:
This allows sellers to move from reactive support dependency to proactive management.
Demo:
This work reduced support demand by 5.83 million contacts, driving a 10% decrease in volume and delivering $2.3M in annual savings.
It established a unified visibility system across inbound logistics workflows, improving clarity and reducing operational overhead at scale.
The design introduced reusable patterns for status, alerts, and actionability that were adopted across multiple teams, extending the impact beyond a single product area .
Operational systems fail when users cannot make decisions.
This work demonstrates how visibility systems can transform complex workflows by shifting from:
At scale, this is not just a UX improvement—it is a system-level transformation of how operations are managed.
I focus on designing systems that enable decision-making in complex, high-variability environments.
If you are building operational platforms that need to scale across workflows and teams, I can help define how those systems should work.
