BUILDERS FIRSTSOURCE · ENTERPRISE PRODUCT DESIGN
Modernizing Connected Enterprise Workflows
A multi-product UX effort spanning customer self-service, product configuration, delivery operations and internal financial workflows across a national building-materials organization.
CUSTOMER PORTAL
Rebuilding around actual customers.
The customer portal already existed, but it had largely been built without customer research or a formal UX process.
Our team conducted usability testing and traveled to field locations to interview customers. Those findings informed a React rebuild with new flows, features, visual design and a mobile experience.
PRODUCT CONFIGURATOR
Designing UX in from the beginning.
The Windows Division was relying on Excel, creating version-control problems and making it difficult to update quotes, plan future orders or scale knowledge beyond a system effectively understood by one person.
Entering early made it possible to shape the product around automation, error reduction, scalability and operational visibility rather than applying UX after the underlying workflow had already been fixed in place.
DELIVERY APP
Connecting drivers and customers.
A new mobile workflow enabled drivers to photograph deliveries so customers could view proof of delivery.
The focused interaction connected the operational side of delivery with the customer-facing service experience.
AP EXCEPTIONS
Turning spreadsheet processes into a system.
The work documented the distinct pain points, goals and journeys of AP managers and processors, location general managers, supply-chain managers and buyers.
That research helped shape a consolidated exception-management experience in place of disconnected reports and manual spreadsheet processes.
MY ROLE
Enterprise product design across connected customer and operational systems
- Customer interviews and field research
- Usability testing
- Customer-portal workflows
- Product configuration UX
- Mobile delivery workflow
- Multi-role journey documentation
- Exception-management experience
- Visual and interaction design
WHAT THE WORK DEMONSTRATES
Enterprise Product Design · Customer Research · Operational UX · Workflow Design · Mobile UX · Internal Tools · Systems Thinking