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FedEx Services

Sr. UX Researcher- Billing, Reporting & Claims 

Users: Global Enterprise customers & developers

Summary

​At FedEx Services, I led comprehensive UX research initiatives to understand user needs across core digital tools including Billing, Reporting, and Claims. My work connected user behaviors to business priorities, influenced roadmap decisions, and helped modernize complex workflows across enterprise-scale applications. 

Business Challenge â€‹

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FedEx’s enterprise platforms support a global customer base with diverse workflows, from managing invoices to generating operational reports and filing claims. These workflows were experiencing usability friction that led to support escalations, user frustration, and operational inefficiencies. The business needed clear research insights to prioritize redesign efforts, reduce cognitive load, and align product strategy with real user needs.

My Role & Scope​

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As the sole UX Researcher embedded with cross-functional product teams, I owned the research strategy end-to-end:

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  • Defined research goals in collaboration with PMs and designers

  • Led participant recruitment, research execution, synthesis, and insights delivery

  • Partnered with Agile teams to embed findings in sprint planning

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FedEx Reporting 

Reporting Comp.png

Business Context

 

The Reporting platform enables enterprise customers to generate operational and financial reports critical for decision-making. As reporting needs expanded, usability gaps began to slow report creation and increase user confusion.

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Problem Framing 

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  • Users struggled to find and interpret relevant reports efficiently

  • Reporting categories did not align with users’ mental models

  • Teams lacked clarity on which issues had the highest business impact

 

The challenge was balancing flexibility with clarity in a complex reporting system.

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My Role and Scope 

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I served as the Senior UX Researcher, owning research end-to-end and partnering closely with Product and Design to inform reporting modernization efforts

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Research Strategy

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I focused on understanding user goals and mental models through interviews and usability testing, supported by surveys to identify high-impact friction points.

Key Insights --> Decisions​​​

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  • Insight: Users were confused by reporting taxonomy and filters

  • Decision: Reporting categories and labeling were restructured and validated through iterative testing

 

Outcomes & Impacts

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  • Improved report discoverability and task success in usability testing

  • Research insights informed backlog prioritization and design direction

FedEx Billing

Business Context

 

The Billing platform supports invoice management, payments, and dispute workflows for enterprise customers. Increasing complexity led to inefficiencies and higher support escalations.

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Problem Framing 

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  • Users struggled to locate core billing actions

  • Navigation and terminology caused repeat errors and confusion

  • Billing issues directly impacted customer satisfaction and support volume

 

This was a high-risk workflow with direct business implications.

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My Role and Scope 

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As the embedded Senior UX Researcher, I led research strategy and execution to reduce friction in critical billing workflows.

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Research Strategy

 

I combined usability testing, interviews, and heuristic evaluations to identify task failures and prioritize improvements based on operational impact.

Key Insights --> Decisions​​​

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  • Insight: Unclear navigation and labeling increased time on task

  • Decision: Billing navigation was redesigned and reprioritized on the product roadmap​

 

Outcomes & Impacts

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  • Increased task success in validated designs

  • Reduced billing-related support inquiries

  • Faster iteration through streamlined research delivery

FedEx Claims

Business Context

 

The Claims platform allows customers to submit and track shipment claims. Errors and cognitive overload in the process led to incomplete submissions and user frustration.

Problem Framing 

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  • Claims submission steps were complex and cognitively demanding

  • Users made frequent errors due to unclear guidance

  • Teams needed clarity on where users dropped off in the flow

 

The challenge was simplifying a regulated, multi-step process without losing necessary detail.

My Role and Scope 

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I owned UX research for Claims, partnering with cross-functional teams to improve submission success and usability.

Research Strategy

 

I used usability testing and journey mapping to identify friction points, supported by interviews to understand user expectations and constraints.

Key Insights --> Decisions​​​

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  • Insight: Users experienced cognitive overload during claim submission

  • Decision: Submission flows were simplified and validated through iterative testing

 

Outcomes & Impacts

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  • Improved clarity and confidence in claim submission

  • Reduced errors and incomplete submissions

  • Research findings informed phased design improvement

Cross-Functional Collaboration (Shared Across All)

 

I partnered closely with product managers, designers, engineers, and stakeholders through Agile, design reviews, and research readouts to ensure insights were understood and acted upon.

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Reflection & Learnings (Shared Across All)

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This work reinforced the importance of aligning research cadence with delivery timelines and tailoring insights to different stakeholder needs. Earlier longitudinal measurement would further strengthen post-launch impact.

 

NDA Note:


Due to confidentiality, visuals have been simplified and anonymized to focus on process and impact.

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FedEx Developer Portal (FDP)

Screenshot 2026-02-09 135242.png

Business Context

 

The FedEx Developer Portal supports developers building and integrating FedEx APIs into their applications. The platform serves a wide range of users from first-time developers exploring FedEx APIs to experienced teams managing authentication, testing, and production integrations. The challenge was to improve usability and clarity across complex, technical workflows while aligning with business and platform goals

Problem Framing 

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  • Developers experienced friction during onboarding and API integration

  • Difficulty finding the right documentation and understanding where to start

  • Confusion around authentication and setup steps

  • Inefficient navigation across the portal and related tools

  • Resulted in increased support requests, slower integrations, and inconsistent developer experiences

 

The challenge was simplifying a regulated, multi-step process without losing necessary detail.

My Role and Scope 

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As the UX Researcher, I led end-to-end research for the FedEx Developer Portal. I partnered closely with product managers, designers, and engineers to define research priorities, conduct discovery, create personas and evaluative research, and translate insights into actionable product and design decisions.

Research Strategy

 

  • Created personas representing different types of developer users (e.g., first-time, experienced, internal/external) to guide research and design decisions

  • Began with discovery research to understand developer needs, workflows, and pain points

  • Conducted stakeholder interviews and developer interviews to gather qualitative insights

  • Analyzed support tickets and usage data to identify recurring issues and high-friction areas

  • Ran iterative evaluative research, including usability testing and concept validation, as designs evolved

  • Assessed onboarding flows, documentation structure, and API-related tasks to validate improvements

Key Insights --> Decisions​​​

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Insight:

  • Developers experienced cognitive overload during onboarding due to dense documentation and unclear starting points

  • Authentication and API setup steps were confusing and inconsistent across tools

  • Developers struggled to find relevant APIs and documentation quickly

 

Decision: 

  • Simplified onboarding flows and restructured documentation to highlight clear entry paths, validated through iterative usability testing

  • Clarified authentication workflows and standardized API-related steps across the portal, validating changes through concept testing and task-based usability testing

  • Improved navigation and information architecture to support faster API discovery, informed by research insights and validated through iterative testing

 

Outcomes & Impacts

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  • Improved clarity and confidence during developer onboarding and API integration

  • Reduced friction and support requests related to authentication and setup

  • Faster task completion for common API-related workflows

  • Research findings informed phased, evidence-based design improvements across the platform

Cross-Functional Collaboration (Shared Across All)

 

I partnered closely with product managers, designers, engineers, and stakeholders through Agile, design reviews, and research readouts to ensure insights were understood and acted upon.

​

Reflection & Learnings (Shared Across All)

​

This work reinforced the importance of aligning research cadence with delivery timelines and tailoring insights to different stakeholder needs. Earlier longitudinal measurement would further strengthen post-launch impact.

 

NDA Note:


Due to confidentiality, visuals have been simplified and anonymized to focus on process and impact.

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