Walmart Fulfillment Services, the UX Journey
A quick look at my role in shaping the Walmart Fulfillment Services beta app as part of the design team.
Background
Walmart Fulfillment Services (WFS) was developed from the ground up to provide third-party sellers with an efficient fulfillment network, enabling them to store, ship, and manage inventory using Walmart's logistics. This initiative aimed to streamline onboarding, enhance inventory tracking, and improve seller transparency while competing with established fulfillment services like Amazon's Fulfillment by Amazon (FBA). WFS also unified fulfillment under Walmart's umbrella, allowing customers to return third-party purchases in-store, with Walmart managing logistics and returns on behalf of sellers.
The Challenge
The UX lead needed to present competitive findings to stakeholders to justify key decisions and align expectations on performance benchmarks. These insights were essential for setting initial KPIs and ensuring WFS could deliver a comparable seller experience to established competitors.
Since WFS was being developed from the ground up, there was no existing framework to build from. The goal was to lay broad foundations for the beta version, with refinements and optimizations to follow.
What I Did
UX Research
I was responsible for collecting data from Amazon's fulfillment processes to define the foundational UX needs of WFS as a new platform, identifying critical features for onboarding, tracking, and labeling. I compiled research findings for the lead UX to create presentations for leadership, providing key insights that guided early development decisions and established benchmarks for the WFS beta release.
Design System
The WFS app required a new design system that was built upon the existing Seller Center design system. The goal was to evolve the current design system in a way that maintained alignment with established patterns while enhancing flexibility for future growth. I worked closely with the design system team to ensure consistency in naming conventions, library structures, and component usability.
Role
Senior UX Designer, UX Research, Competitive Analysis, and Design System Integration