DESIGNING FOR CLARITY IN CHAOS
Offer Fulfillment App for Marketing Associates
Enabling same-day order pickup at the Treasure Truck
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 on the ground.
COMPANY
AmazonROLE
Sr. UX Designer
End-to-End UXTEAM
Sr. Program Manager
Technical Program Manager
2 Software EngineersTYPE
Native Android App
Internal Tool
Operational UX01
Quick, Accurate Offer Handoff to Customers
02
Delightful On-site Customer Experience
Impact at a Glance
75% Faster Offer Fulfillment
Streamlined QR code scanning flow significantly reduced task duration
97% Error Reduction
Error-resistant design and clear fallback paths minimized mistakes
100% Marketing Associate Satisfaction
Field users reported full confidence in the tool during internal satisfaction surveys (ISS)
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.
RESEARCH & USER PAIN POINTS
Key Usability Gaps from Field Testing
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 CX,
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
Fast, Error-Resistant Scan Flow
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
01
Reliable
Built in fallbacks for scan errors, offline states, and partial data
02
Visual
Used large CTAs and confirmation imagery to guide fast, accurate decisions
03
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
01
Contextual
Embedded setup instructions, vendor notes, and fulfillment actions per offer
02
Seamless
Designed flows to be easily resumed after context switching
03
KEY SOLUTION PART 3
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
01
Contextual
Embedded setup instructions, vendor notes, and fulfillment actions per offer
02
Seamless
Designed flows to be easily resumed after context switching
03
75%
Faster Order Fulfillment
6-10 seconds saved per order compared to baseline
97%
Fewer Errors
Drop in manual entry mistakes with QR scanning functionality
100%
MA Confidence Rating
Based on Internal Satisfaction Score (ISS) feedback
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.