Customer Information Exchange Tool

I led end-to-end product design for an internal UPS Information Exchange tool aimed at streamlining brokerage hold clearance and improving communication between customers and operations teams. I conducted stakeholder interviews with brokerage, operations, and customer service teams to identify pain points in the clearance process. I synthesized user research into clear problem statements and user flows, focusing on reducing delays caused by missing or incorrect documentation. I designed intuitive, scalable interfaces that enabled customers to securely upload required documents and respond to requests. I created wireframes, high-fidelity mockups, and interactive prototypes using Figma. I led usability testing sessions to validate design decisions and iterated based on user feedback. I collaborated closely with product managers and engineers to ensure feasibility and smooth implementation. I designed supporting features such as automated email notifications to prompt user action and reduce idle time. I helped define success metrics and tracked improvements post-launch.