FedEx wanted to diversify its data & logistics capabilities by adding product discovery and shopping to its customer experience. How can we bring this experience to shoppers in a whimsical way, through a digital shopping experience called ShopRunner?

As the Experience Consultant on the project, it was my job to develop and execute the customer strategy for the app, answering questions like: Which capabilities will be most impactful to these segments of users? How will the app serve in the larger ecosystem of touch points, including a customer website and a B2B customer portal? What is the business able to deliver on in terms of logistics, transparency, and communication throughout a shipping journey? I managed a group of UX/UI designers for this project, and worked collaborative with technology and product to deliver and execute the final roadmap.

Below you’ll see a few of the activities I led for this project.

Thanks for scrolling! My favorite part of this project was tackling the challenge of the omni-channel roadmap. It takes many hours of collaboration and negotiation to influence changes in customer touchpoints that are part of a larger, corporate ecosystem.