Mau - Product and UX Design | Wayfair’s Wayhome
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Wayfair’s Wayhome

A multi-platform ecosystem designed to empower customers and furniture assemblers.

During my gig economy-focused work at Wayfair, I designed seamless assembly experiences for their Home Services platform. Alongside an exceptional team, I empowered Wayfair’s customer base with affordable, professional assembly and installation services, evolving and expanding the system to create a pain-free process through potentially complex interactions.

The challenges were endlessly engaging: from determining accurate market prices for furniture assemblers across different geographies, to ensuring new professionals were engaged early in their platform journey, to guaranteeing clear and open communication channels between Operations, Pros, and Customers. Designing a cohesive experience across wayfair.com, mobile apps, emails, and internal operations software was incredibly rewarding.

Discovery example

Below is an example of a wireframe discovery document created through an exploration of a multi-job scheduled day. At the time, we were investigating how our system needed to be adapted to accommodate this significantly more complex use case.

In-App Issue Reporting

One of the many iterative improvements I worked on with the Wayhome team was the addition of an issue-reporting flow within the app. The overall goal was both user- and business-driven: to make it easier for Pros to report issues while reducing the cost of processing those claims for the business.

Another benefit of this project was prompting the business team to formalize rules around refunds, penalties, and bonuses.

Above is a representation of one of the paths Pros could go thru while reporting a job issue thru the Wayhome App.

Above: This flow diagram was to be used after all discovery discussions based on whiteboarding, flows, and wireframes, and also after the design phase as a way to conduct a final review with the broader team present and explore any further gaps we might have missed.

While you were exposed to a some artifact samples of my work at Wayfair, I contributed to a range of interconnected projects. Below is a broad, though not complete, overview of those efforts:

  • Jobs Page Redesign
  • Jobs Comprehensive Action Timeline
  • Enrollment Automation and Monitoring
  • Metro Area Settings
  • Price Adjustments
  • Rescheduling Flows
  • Enrollment Experience Redesign
  • Timezones
  • Multi-Furniture Jobs
  • Reference Numbers Redesign
  • Payments Research and Redesign
  • Covid Check-In
  • Cold Info
  • In-App Issue Reporting
  • Pro NPS
  • Job Flow and Distribution Research
  • Timely Job Offer Distribution
  • First Week Engagement
  • Multi-Route
  • WF Design System Adoption

My tenure with the Wayhome team was incredibly fruitful and an absolute blast! It was a pleasure to achieve so much alongside a crew of brilliant individuals. During my time there, a former colleague from Vistaprint recruited me to join her team at Boston Scientific, an offer I gladly accepted.

Thank you

for the interest in my work. Appreciate the deep scroll.

😉