Project Title One
A brief description of the problem you solved, the users it served, and the outcome it delivered.
The Problem
Replace this with a 2–3 sentence description of the problem. What was broken, unclear, or missing? Who was affected and how?
Placeholder: Operations managers at mid-size logistics companies had no visibility into last-mile delivery exceptions. They were working across three disconnected tools to resolve issues that had cascading impact on SLA adherence.
My Role
I was the sole product designer on this project, working alongside one PM, two engineers, and the head of customer success. I owned research, ideation, prototyping, and final design handoff.
The Process
Discovery
What did you learn before you started designing? Interviews, data analysis, competitive audit?
Placeholder: Conducted 8 interviews with operations managers across 4 enterprise accounts. Synthesised findings into a journey map that exposed three critical failure points in the exception resolution workflow.
Defining the Direction
What decisions were made, and why? What did you discard and why?
Placeholder: We explored three directions — a notification-first approach, a bulk-action dashboard, and an embedded workflow panel. Tested all three with 4 users in concept testing. The embedded panel won on speed-to-resolution but needed significant simplification.
Iteration
Show the messy middle — decisions, tradeoffs, pushback.
Placeholder: Early designs overwhelmed users with data. After two rounds of feedback, reduced the primary view to 5 data points and moved secondary information into a progressive disclosure pattern.
The Solution
What shipped? Describe the key design decisions and what they achieved.
Placeholder: A real-time exception management panel embedded in the existing dispatch view. Managers can triage, assign, and resolve delivery exceptions without leaving their primary workflow — reducing resolution time by an average of 40%.
Impact
- Reduced average exception resolution time from 12 min → 7 min (42% improvement)
- Adopted by 90% of operations managers within 2 weeks of launch
- Cited in 3 customer renewal conversations as a key product differentiator
Reflection
What would you do differently? What did you learn?
Placeholder: I would have involved customer success earlier — they had contextual knowledge about edge cases that would have saved a full iteration cycle. Also, the mobile experience was deprioritised and ended up being a gap for field managers.
Hi-fi designs available upon request.
Process
Hi-fi designs available
The full high-fidelity Figma designs are available to verified hiring managers. Reach out to request access.