Over multiple years, I worked as the strategy and UX lead, as well as the HTML and CMS developer, for AmerisourceBergen on various ecommerce projects. The scope of the work included the construction and enhancement of several ecommerce sites contributing to a billion-dollar ecommerce network, and the design and delivery of a global social intranet system.
Goals
The primary goal for the ecommerce network was to create user-friendly, efficient, and visually appealing ecommerce sites that could maximize conversions and generate considerable revenue. For the social intranet, the objective was to streamline internal communication, foster collaboration, and improve overall efficiency and productivity within the organization.
Ecommerce Network
Discovery and Strategy
In the initial phase, I led a comprehensive discovery process that involved understanding the business objectives, market research, competitor analysis, and user research. I utilized user interviews and surveys to identify pain points, needs, and behaviors, and these insights guided the UX strategy.
UX Design
The user experience design started with the creation of user personas, information architecture, and wireframes. Working closely with the design team, I ensured the visual design was aligned with the UX strategy and provided a seamless experience to the users. A/B testing was regularly conducted to validate and refine the design.
Development and Execution
As an HTML and CMS developer, I was responsible for translating the finalized designs into functional websites. I utilized modern web development practices to ensure the sites were responsive, accessible, and SEO-friendly. Additionally, I integrated the sites with the required ecommerce platforms and ensured they provided a secure and reliable shopping experience.
Results
Over the years, the ecommerce network saw a significant increase in traffic, conversions, and revenue. User feedback suggested a substantial improvement in the overall shopping experience.
Global Social Intranet
Discovery and Strategy
I started with understanding the organization's communication challenges and the requirements for the new intranet system. I conducted stakeholder interviews and surveys to gather these insights.
UX Design
The UX design process involved creating user flows and wireframes for the intranet system, focusing on intuitive navigation and easy access to information. I conducted usability testing and iteratively refined the design based on the feedback.
Development and Execution
I developed the intranet system using a CMS that was suited to the organization's needs. I ensured the system was secure, robust, and could handle a large number of users. The system was integrated with other necessary business applications for a seamless experience.
Results
The global social intranet system led to improved communication and collaboration within the organization. Feedback from employees indicated a positive impact on productivity and job satisfaction.
Lessons Learned
The experience of leading the UX strategy and also being involved in the development process for such large-scale projects was invaluable. It highlighted the importance of user research in informing design decisions and how iterative testing can significantly improve the final product. I learned to manage multiple stakeholders and navigate project challenges, reinforcing the fact that good UX is not just about good design, but also about strategy and execution.
Future Directions
Moving forward, I plan to continue to monitor and refine the ecommerce sites and the intranet system based on user feedback and analytics data. User needs and behaviors are constantly evolving, and to provide a continually satisfying user experience, it's important to stay updated and agile.