Case study

About

LinkedIn

2024

Adapting a New Fulfillment Application

I helped Best Buy Canada navigate a critical warehouse system transition by evaluating a third-party fulfillment application through research, observation, and usability analysis. The findings informed a new migration plan that saved the company $2 million in potential development costs and ensured a smoother, more efficient rollout.

2024

Adapting a New Fulfillment Application

I helped Best Buy Canada navigate a critical warehouse system transition by evaluating a third-party fulfillment application through research, observation, and usability analysis. The findings informed a new migration plan that saved the company $2 million in potential development costs and ensured a smoother, more efficient rollout.

2024

Adapting a New Fulfillment Application

I helped Best Buy Canada navigate a critical warehouse system transition by evaluating a third-party fulfillment application through research, observation, and usability analysis. The findings informed a new migration plan that saved the company $2 million in potential development costs and ensured a smoother, more efficient rollout.

Role

UX Designer

Employer

Best Buy Canada

Platform

SAAS

Areas

Content Strategy, Service Design

Role

UX Designer

Employer

Best Buy Canada

Platform

SAAS

Areas

Content Strategy, Service Design

Role

UX Designer

Employer

Best Buy Canada

Platform

SAAS

Areas

Content Strategy, Service Design

The Challenge

In 2023, Best Buy Canada faced a significant operational shift when our warehouse management partner exited the Canadian market. This disruption impacted fulfillment operations and store processes nationwide.


The project goal was to increase fulfillment efficiency, reduce human error, and improve job satisfaction for in-store employees. As the product designer responsible for the employee and customer experience of the fulfillment process, I was tasked with evaluating whether a newly acquired third-party warehouse management application could effectively support these goals.

Fulfillment Service Blue Print

Created 2023

The Strategy

GET store operations teams and fulfillment associates at Best Buy Canada
WHO were expected to adopt a new third-party warehouse management system under a tight timeline
TO transition effectively, maintain accuracy, and reduce human error during fulfillment
BY conducting end-to-end process mapping, observation research, heuristic evaluation, and storyboarding to identify critical usability gaps and inform data-driven decisions about timelines, features, and vendor terms.

Process Mapping

Observation Research

Heuristic Evaluation

Senciaro Storyboarding

Process Mapping

Observation Research

Heuristic Evaluation

Senciaro Storyboarding

Key Finding

Key Research Findings

The evaluation uncovered multiple usability and functionality issues that directly threatened operational performance:

  • Critical operational steps did not translate effectively into the new application’s workflow.

  • Accessibility issues, including poor visual contrast and unclear navigation, risked slowing down staff during high-volume periods.

  • Early usability problems suggested an increase in fulfillment errors and the need for additional resourcing and training.

  • Lack of reporting capabilities limited visibility into store operations and prevented performance monitoring.

Results

Based on our analysis, the partner company initially proposed an additional $2 million in funding to close functionality gaps and stay within the existing timeline.

However, because our usability and service design research was completed early, we provided leadership with enough evidence to negotiate a revised timeline, new feature improvement list, and updated contract terms.

This strategic intervention avoided the $2 million cost increase and allowed Best Buy to proceed with a realistic implementation plan that preserved operational efficiency and reduced risk across all stores.

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