DESIGNING FOR CLARITY IN CHAOS

Offer Fulfillment App
for Marketing Associates

Project Overview
Bridging the gap between online orders and picking up at the Truck, same day

This project aimed to replace an internal tool that had been built, but never used in the field. Based on hypothesized field conditions and stakeholder feedback, we had strong signals it likely wouldn’t meet the demands of real-world use.

Marketing Associates (MAs) would be responsible for setting up the Truck, coordinating vendor logistics, and handing off surprise offers to customers in changing, outdoor environments. The existing tool lacked the clarity, reliability, and speed needed for these conditions. We set out to design a mobile-first experience that could enable confident, accurate handoffs even in high-pressure moments.

My role

  • Sole designer for a 2-month MVP sprint

  • Collaborated with 1 PM, 1 TPM, and 2 engineers

  • Led research, flows, prototypes, and delivery for a mobile-first internal tool

Company
Amazon

Role
Sr. UX Designer

Team
Sr. Program Manager
Technical Program Manager
2 Software Engineers

Stakeholders
Sr. Operations Manager
Sr. Sales
Manager
Marketing Manager

Type
Internal Tool
Operational UX

Impact at a Glance

→ 75% Faster Fulfillment

→ 97% Error Reduction

→ 100% Marketing Associate Satisfaction


Data collected from real-world usage on devices + internal ISS satisfaction survey

THE CHALLENGE

Empowering Associates to focus on people, rather than the screen

This tool needed to support Marketing Associates (MAs) in fulfilling same-day customer orders at the Treasure Truck by enabling quick, accurate handoffs and a seamless on-site experience.

Key Usability Gaps We Identified

RESEARCH & USER PAIN POINTS

We conducted field testing and MA interviews, surfacing 4 key friction areas:

  • Slow, manual order fulfillment

  • No access to setup or offer info

  • No support for customer issues

  • No cues for staying on schedule

UX OBJECTIVES

Empower MAs to deliver a consistently great experience, no matter the conditions

  • Reliable Order Fulfillment

    Fast, accurate, and error-resistant handoffs

  • All-In-One Info Access

    Setup, offer, and vendor details in one place

  • Effortless Error Handling

    Clear fallback paths with no guesswork

  • Support to Stay on Schedule

    Built-in timing cues to keep the day on track

KEY SOLUTION PART 1

Challenge:
Order handoffs relied on slow manual lookup, with no support for scan errors or other issues

Solution:

  • Streamlined | Introduced a 2-step flow that reduced cognitive load

  • Reliable | Built in fallbacks for scan errors, offline states, and partial data

  • Visual | Used large CTAs and confirmation imagery to guide fast, accurate decisions

Fast, Error-Resistant Scan Flow

KEY SOLUTION PART 2

Centralized Order and Setup Information

Challenge: The unreleased app lacked offer and setup info entirely. With MAs depending on scattered emails, texts, and print-outs, we expected confusion, missed steps, and prep delays in the field.

Solution:

  • Consolidated | Combined all relevant offer info into an always accessible tab

  • Contextual | Embedded setup instructions, vendor notes, and fulfillment actions per offer

  • Interruptible | Designed flows to be easily resumed after context-switching

KEY SOLUTION PART 3

Built-In Schedule Awareness

Challenge: We anticipated that MAs would need clearer cues for when to open, close, or wrap up a stop. Without built-in guidance, this mental load could lead to missed customer notifications, inconsistent timing, and added stress in the field

Solution:

  • Visible | Surfaced time-sensitive cues in a persistent mini status bar with reminders

  • Actionable | Embedded secondary CTAs (like “Notify Customers”) into the schedule itself

  • Aligned | Matched schedule logic with internal ops timelines to reduce ambiguity

RESULTS

Boosting Speed, Accuracy,
and Confidence

More Work

Treasure Truck
Mobile App Relaunch

This global expansion was made possible by the foundation we built during the initial mobile app relaunch. That earlier work helped define our approach to cross-platform engagement, operational flexibility, and building customer trust.