In 2018, while at projekt202, we partnered with FedEx Office (FXO) on a large-scale, multi-year retail transformation initiative to modernize their outdated and fragmented retail software ecosystem. As part of a UX-driven team, we were tasked not only with redesigning and unifying critical enterprise tools that supported retail operations nationwide, but also with introducing and embedding a design-first process within the organization—shifting the approach from system-driven to user-centered decision making.

 

Within this broader initiative, I served as the lead experience designer for the Order Management System (OMS)—a mission-critical platform central to order creation, management, and production workflows. Working closely with project architects and business architects, we defined both business and user goals, ensuring the system aligned operational efficiency with the realities of in-store retail environments.

 

The defining stage in this project was the ability to build deep empathy for the order production and management experience inside retail stores. Through user interviews and in-store observations with actual FedEx Office team members, we identified workflow friction, highlighted unspoken needs, and uncovered opportunities to design a first-class product that would integrate seamlessly into existing processes while streamlining day-to-day operations. In partnership with our UX research team, I helped develop and conduct validation sessions with store team members to confirm that our design decisions truly worked for them before broader implementation.

 

The result was a FedEx Office team-member-focused platform that consolidated previously detached tools, simplified order prioritization and streamlined order creation and management. The redesigned OMS enhanced workflow efficiency, improved delivery timelines, and was successfully implemented nationwide across FedEx Office retail locations—transforming a fragmented system into a cohesive enterprise experience built around the people who use it every day.