UX Design by Rebecca LeVine
Wayfair
I worked on the Post-Purchase Experience team at Wayfair from October 2022 to June 2024. There, I managed initiatives and designed products for customers, internal users (i.e. customer service agents), and third party manufacturers.
WORK OVERVIEW
Customer-supplier messaging portal.
Several years ago, Wayfair introduced the Supplier Transfer Program: a means of connecting customers directly with third party manufacturers in lieu of always resolving customer service issues in-house. These exchanges took place over email and made for a far-from-perfect customer experience. I was tasked with improving this experience with a built for purpose Customer Messaging Portal, which would add clarity, minimize friction, and increase customer satisfaction. From competitor analysis to wireframes to high-fidelity prototypes, user testing, developer handoff, and future state planning, I owned the design side of the project from end to end. View the case study.
My Account redesign.
Wayfair’s My Account page had gotten unwieldy: as site functionality grew, more and more features were added to the My Account page, such that any information hierarchy got lost in the process. I led the redesign process with a focus on generative user research, usability testing, and examination of site analytics.
New post-purchase workflows + enhancements to existing workflows.
After a purchase has been made, customers interact with Wayfair largely through workflows: step-by-step wizards for tracking a package, reporting a problem, initiating a return, and more; analogous wizards exist on the agent side as well. During my time at Wayfair, I designed net new workflows like Manage My Return/Refund, where customers/agents could track or make changes to the requests they'd already submitted; I also expanded wizards like Report a Problem to allow frontline customer services agents to resolve issues more efficiently. Later, I designed supplier-facing versions of these workflows, streamlining suppliers' ability to resolve customer issues and decreasing unnecessary email traffic.
UX Writing: customer communications.
I wrote the copy for the automated emails, and later Messaging Portal missives and SMS text messages, sent by Wayfair to customers. These messages needed to communicate significant information and action items to customers while also reassuring them that Wayfair was managing their case, despite the involvement of the third party manufacturer; at the same time, the messages needed to be concise and easily digestible. Because I was also designing the Messaging Portal, I got to approach the task holistically, creating both the content and the means of delivery.
Design library management.
Working from existing design system "atoms," my team and I built and managed a library of complex "molecules," which we and other designers would use to design the agent-facing ecosystem. We inherited a collection of complex components which designers were struggling with; I realized that they'd been built with many hidden layers, which were eating up file memory and lowering Figma performance. I came up with a plan to audit, rebuild, and test each component, which I carried out with two members of my team. While this was something of a side project, our construction of a streamlined, functional design library was invaluable for our design process and allowed our whole team to work more efficiently.
