UPS Solve

Field operators and desk teams struggled with fragmented tools and inconsistent workflows when solving on-the-ground issues. The experience suffered from confusing signals, redundant steps, and unclear next actions.

Conducted front-line research to understand pain points, breakdowns, and user behaviors | Mapped the end-to-end problem resolution workflow to reveal opportunities for simplification | Designed a unified interface and interaction model that helped users diagnose, act, and resolve issues faster | Built interactive prototypes to validate workflow assumptions and gather usability feedback

Clarified key decision points within the problem-solving lifecycle | Reduced cognitive load by reorganizing information and emphasizing next actions | Created a prototype that provided stakeholders with a shared vision for implementation

Workflows succeed when ambiguity is eliminated — clear signals and predictable next steps are the foundation of productive experiences. A human-centered solution concept that brought clarity, efficiency, and delight to a critical logistics workflow for UPS perso el and partners.