Jet.com
Company Overview
Jet.com is an e-commerce platform famous for a compelling user experience where prices ‘drop as you shop’. They were acquired by Walmart in 2016 for $3.3 Billion. Jet operates as the urban arm of Walmart, allowing them to reach high-income city dwellers.
Role Overview
Three years at Jet (2015-2018).
Hired as Associate Director to foster innovation and run the team that evolved the Jet site from MVP to consumer-friendly product.
Initiated partnership between UX and HR to streamline their candidate experience. Developed new workflows and processes from recruitment to off-boarding.
Design partner to internal logistics team. Applied service design thinking to the Walmart Associate Delivery program. Unified tech dependencies with employee workflows and desired customer experience.
Collaborated with an industrial design firm (Fuseproject), engineering (Mindtribe), to build ‘smart’ sustainable reusable packaging for urban grocery delivery.
Projects
Evolving the MVP
One of the significant challenges of working at Jet was communicating how the savings algorithm worked. During series A, it was critical to make sure the value proposition was clear. We evolved the MVP into a consumer-friendly website through countless prototypes, user research sessions, and iterations.
Defining the philosophy for homepage content.
Category Landing Page.
Early prototype to show how ‘prices drop as you shop’.
Evolving Hiring
Jet was attempting to hire 100+ engineers to build out their site. The interview process was not efficient. Good candidates were having bad experiences while interviewing. Problems included: slow recruiter responses, missed interviews, double booked conference rooms. I contacted the head of HR and explained that service design could help. We mapped the entire candidate experience with key stakeholders. This allowed us to identify pain points and levers that could be designed to. This ultimately lead to an enhanced employee journey that influenced how Jet recruited and hired engineers.
The Jet Talent Journey.
Evolving delivery
After the acquisition, I joined the logistics team that was responsible for grocery delivery. Research showed that our packaging and delivery experience was not optimal. There were oversized boxes, late shipments, and huge amounts of waste. While this problem was within the realm of customer experience, it was not being solved. I brought a user-centered approach to our logistics team to start addressing these problems.
Mapping the service experience that allows Walmart employees to deliver packages on their way home.
Industrial Design render for returnable smart packaging.
User Journey for helps approximate the desired delivery experience.
Temperature sensing allows for a better customer experience and helps with internal delivery success rate KPIs.
Accomplishments
Part of the team that successfully evolved and launched the ‘prices drop as you shop’ experience that led to the Walmart Acquisition for $3.3 Billion
Witnessed startup culture and rapid growth at an unprecedented level.
Worked with HR to define optimal hiring process and facilitate the rapid hiring of 100+ engineers
Infiltrated a logistics team and educated them on the value of user-centered design. Created returnable packaging that Walmart patented.
