Office Depot
At Office Depot, I led a small team of designers and researchers while also working as an individual contributor across both B2B and B2C marketplaces. The company aimed to introduce a new marketplace for business-to-business transactions alongside their consumer site enhancements. Managing a waterfall process and serving as a subject matter expert, I focused on driving innovation despite office politics.
Agency
Office Depot
Role
Sr. UX Manager, eCommerce
Services
UI, UX, CX, Direct Reports, B2B and B2C SaaS
During COVID-19, Office Depot decided that brick-and-mortar stores were no longer viable and pivoted to a B2B2C model. Instead of being the warehouse for all office supplies, they allowed vendors to hold their own inventory and sell to consumers through Office Depot's marketplace. Although OD already offered B2B and B2C experiences, they hired me to design a new UI for this transition. After familiarizing myself with the existing systems, I began developing the prototype web and mobile experiences for the new offering.
Order Details
Tracking a Package Flow
BOPIS - Buy Online Pick Up In Store
Budget B2B Flow Design
The end-to-end experience required understanding various aspects of the e-commerce ecosystem. This process began with search functionality to locate items, followed by detailed item description pages and a streamlined payment funnel. Post-purchase features included delivery tracking, returns management, marketing upsells, and options for modifying payments for both businesses and individual customers.
There was a strong push to draw inspiration from Amazon, Office Depot's direct competitor. They aimed for the site to adopt similar front-end strategies to cater to businesses and customers already familiar with Amazon's interface. Using large square buttons and providing ample space for images and text enhanced transaction ease. This new approach reduced call center volume, simplified returns, and introduced a "delivery tracker" feature, significantly reducing issues with lost items.
Order Tracker Flow: Step 1 Ordered
Order Tracker Flow: Step 2 Processing
Order Tracker Flow: Step 3 Shipped
Order Tracker Flow: Step 3.5 Shipping Details
Order Tracker Flow: Step 3.6 Arriving Today
Order Tracker Flow: Step 4 Out for Delivery
Order Tracker Flow: Step 5 Delivered Signature
Order Tracker Flow: Step 5 Delivered to Door
Order Tracker Flow: Step Not Delivered
Order Tracker Flow: Step Delayed
Order Tracker Flow: Step Attempted Delivery
Order Tracker Flow: Package Includes