Mau - Product and UX Design | Wayfair’s Wayhome
829
wp-singular,portfolio_page-template-default,single,single-portfolio_page,postid-829,wp-theme-bridge,ajax_fade,page_not_loaded,,qode-theme-ver-6.2,wpb-js-composer js-comp-ver-7.9,vc_responsive
 

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 alongside an exceptional team. It was a pleasure being the Solo Design Partner in scaling the business from a small pilot in Boston to over 1,000 services a month across 30 cities.

The challenges were exciting and varied: setting accurate market prices for furniture assemblers in different regions, helping new professionals feel engaged early on, and ensuring clear communication between Operations, Pros, and Customers. Creating a seamless experience across wayfair.com, mobile apps, emails, and internal software was highly 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.

Wayfair’s Testimonials

  • "There are times when designers can be far removed from the engineering side, but Mau was never afraid to get his hands dirty in the technical implementation details and worked with me countless times to resolve road blocks and unforeseen requirements changes based on technical limitations of the architecture we were working in"

    Mark Benilov – Android Dev and Collaborator, Wayfair - https://www.linkedin.com/in/markbenilov/

  • "Whether we were running experiments to improve pro engagement or streamlining complex operational workflows, Mau consistently delivered elegant, intuitive design solutions that drove real business impact. He’s an exceptional listener and collaborator, and he approached every problem with curiosity and empathy."

    Jesse Weinberg, Senior PM and Collaborator, Wayfair - https://www.linkedin.com/in/jesseweinberg92/

  • "Mau is smart, focused, and so fun to work with! We worked in the same group but on different projects, which required us to coordinate and align with each other's work on a regular basis. We bounced ideas off each other, exchanged constructive feedback, and helped push each other's projects forward."

    Cindy Tsai –  UXD Manager and Colaborator, Wayfair - https://www.linkedin.com/in/cindy-tsai-2b333244/

  • "Mau can unpick the thorniest of problems collaboratively, he manages to balance curiosity/critical thinking and a bias for action enabling him to add value effectively."

    Daniel Filson – Senior Manager Product Design, Wayfair - https://www.linkedin.com/in/danielfilson

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.

😉