Problem:
The existing device configuration process was fragmented, inconsistent across teams, and difficult to scale. Users faced unclear workflows, manual steps, and a lack of standardization, resulting in frequent misconfigurations and increased support overhead.

Solution:
Redesign the Device Configuration Portal to standardize workflows and streamline the configuration process across all user groups, reducing complexity and improving efficiency and accuracy.

What has been done:
Conducted user research with key stakeholders to map out pain points in the current workflow. Redesigned the portal interface to introduce a guided, step-by-step configuration process with clear logic and validation. Implemented role-based access and smart defaults to reduce manual input. Prototyped and tested multiple UI flows to ensure clarity, reduce errors, and support consistency across teams.

Results:

User research was conducted with all three primary stakeholder groups to understand the configuration process and identify tactical, and strategic improvements. A strategic vision was presented to the broader team and aligned with cross-functional initiatives. Short-term improvements led to a significant reduction in the number of support tickets submitted by users

Problem: Studies showed that the majority of store associates don’t feel comfortable speaking to customers about products they are unfamiliar with. 

Solution: Bridge the knowledge gap among store associates in specific product categories using an AI chatbot, enabling them to quickly find answers while assisting customers

What have been done: Created and tested several UI prototypes to identify the most intuitive design that clearly communicates to store associates that the feature is live and should be used in real-time during customer interactions. We also assessed the naturalness of the interaction by observing how store associates read from the screen in real time while assisting customers

Results:All required testing was completed, and the MVP was successfully built and deployed to pilot stores. However, the feature was later discontinued by the store operations team due to concerns about AI hallucinations impacting the accuracy of responses

Problem: The customer-facing kiosk provided a fragmented user experience due to limited functionality and poor integration with the store associate app. This led to confusion, inconsistent service handoffs, and low engagement from both customers and staff

Solution: Redesign the kiosk experience to support more intuitive, end-to-end user flows. Improve integration with associate-facing tools to ensure seamless continuity between self-service kiosk and a store associates' app.

What have been done:

Conducted a series of focused research initiatives, including teammate pain point surveys and form factor studies, to inform design decisions. Ran usability tests on home screen UI variations, personalization flows, loyalty program study, study on store associate training effectiveness, etc

Designed and built a range of key features, including the Athlete Passport, Product Details Page, training module, AI-powered product recommendation models, Smart Search, and more.

Results:

Increased kiosk interactions and the number of product requests initiated through the kiosk, reduced delivery time by implementing gamification, and boosted revenue from complementary items through personalized product recommendations

Problem: The user interface was outdated and failed to surface critical trading signals, impacting usability and decision-making speed

Solution: Modernize the outdated UI to enhance clarity, improve visual hierarchy, and elevate the overall user experience.

What have been done:

Conducted lightweight user research to identify key pain points and address the most visible usability issues. Applied a modern design system and tested various layout and color schemes.

Results:

Received overwhelmingly positive feedback from modelers and traders, along with hundreds of additional feature requests