FEDEX SERVICES

UX Researcher

As a UX researcher at FedEx Services, I've conducted extensive research to enhance digital platforms and services. By understanding user needs, I've contributed to the creation of modernized Reporting, Billing, Claims and Customer Profile features in the FedEx application. We have built new intuitive interfaces and simplified workflows across applications, ensuring seamless alignment with user expectations through collaboration and iterative testing. Additionally, I've advocated for a user-centered mindset and integrated feedback throughout the development lifecycle.

FedEx Reporting

The FedEx Reporting Online is a software application or system designed to provide comprehensive insights and data analysis related to shipping and logistics activities. It enables users to generate and access various reports, including shipment tracking, delivery status, transportation costs, and performance metrics. The reporting tool consolidates and organizes data from different sources, allowing users to monitor key information, identify trends, make informed business decisions, and optimize their shipping operations. It serves as a valuable resource for businesses utilizing FedEx services to track, analyze, and manage their shipping activities efficiently

As a researcher, I am responsible for comprehending user needs and behaviors, conducting in-depth research, and collaborating with cross-functional teams to create intuitive and user-friendly systems. In my role as a sole team member, I have been heavily involved in the modernization efforts of three key applications: Reporting, Billing, and Claims.

FedEx Billing

The FedEx Billing online app is a digital tool provided by FedEx that allows customers to conveniently manage their billing and invoicing processes. Users can access the app through their online FedEx account and perform various billing-related tasks. These include viewing and downloading invoices, tracking payment history, setting up payment preferences, and managing account details.

I have conducted both quantitative and qualitative research to gather insights and inform design decisions. My research methods includes:

User Interviews: Conducting one-on-one interviews with users to understand their needs, motivations, and pain points, gaining qualitative insights.
Surveys and Questionnaires: Designing and distributing surveys to collect quantitative data and gather a broader perspective on user preferences and behaviors.
Usability Testing: Planning and conducting usability testing sessions to evaluate the usability and effectiveness of prototypes or existing products, observing user interactions and gathering feedback.
User Persona Development: Creating user personas based on research findings to capture representative characteristics, behaviors, and goals of target user groups.
Contextual Inquiry: Immersing myself in the user's environment and observing their interactions and workflows to gain deeper insights into their behaviors and challenges.
Data Analysis: Analyzing quantitative and qualitative data collected from research activities to identify patterns, trends, and actionable insights.
Remote Research: Conducting research remotely using tools such as video conferencing and remote usability testing platforms to reach geographically diverse user groups.
Competitive Analysis: Assessing and analyzing competitors' products or services to identify strengths, weaknesses, and opportunities for improvement.

Claims

The FedEx Claims application allows customers to conveniently file and manage claims for lost, damaged, or delayed shipments. Through the application, customers can initiate claims, submit supporting documentation, track the progress of their claims, and communicate with FedEx's claims team. The application streamlines the claims process, making it efficient and user-friendly, and enables customers to seek resolution and compensation for any shipping incidents they may have encountered.

Working closely with designers, product managers, developers, and stakeholders, I have played a pivotal role in understanding user needs, conducting user research, and translating insights into actionable design recommendations. Through collaborative workshops, I facilitated discussions on user personas, journey mapping, and design sprints to align stakeholders on user requirements and project goals. I have been involved in cross-functional brainstorming sessions, providing valuable input and contributing to ideation and concept development. By fostering effective communication channels, I have facilitated knowledge sharing and created a collaborative environment that encourages the integration of user feedback throughout the product development lifecycle. Harnessing the power of collaboration, I have played an instrumental role in delivering user-centric solutions that have led to positive outcomes for both users and the business. This concerted effort has resulted in a remarkable increase in user flow and revenue generation for the company.