Challenge
UPS needed an application where frequent and volume users would be rewarded with cash back on their UPS shipping spend. The application had to work for a truly global, diverse user base.
Process
As Senior UX Designer on a global team of 10, user research revealed an everyman-type user profile and extensive global usage. That meant the site had to be appealing and the forms easy to fill out for everyone — with maximum usability and accessibility. My initial concepts were built around the admin user, broadening usability to all.
Impact
The design used UPS corporate branding and focused on clarity, consistency, accessible forms, and a fun, easy-to-use application for every level of user. The design was well received by the client.
Reflections
The design was ultimately modified to match existing marketing conventions more closely before publishing. I would have wanted more time to provide user data to make the usability argument more compelling to the full team.