I joined Home Depot as Lead Designer focused on Fulfillment—a high-impact but often overlooked area of the business. It was a complex space that demanded simplification and strong advocacy from leadership. As the importance and visibility of this work grew, I was promoted to UX Design Manager and tasked with building out a team. As fulfillment spanned across most of the customer journey my team covered Cart, Checkout, and Product Information Pages. Our reach would eventually extend to Payments, Tool Rentals, Protection Plans, and localization on Homedepot.com's global header.

When I first took on this space, my team consisted of just two people. As demand grew, we scaled to six, which gave us the capacity to tackle broader challenges. One of the biggest hurdles was that the customer fulfillment journey was fragmented and lacked consistency across pages. To move the work forward, my team initiated a full audit of Homedepot.com, identifying every point where customers were asked to make fulfillment decisions. I led the documentation effort to consolidate these findings into a single, comprehensive source of truth, laying the groundwork to streamline the experience across the entire site.

Armed with our documentation, my team developed an initial strategy to consolidate and unify the fulfillment experience across Homedepot.com. This included streamlining copy, consolidating fulfillment messaging, and creating reusable UX design patterns that worked across all fulfillment variants. We began evangelizing our findings and strategy with stakeholders across portfolios and pods, securing buy-in and partnering closely with product and engineering to break down the work and prioritize it in quarterly planning. This marked the start of a multi-year initiative to streamline fulfillment across Homedepot.com, culminating in the delivery of a completely revamped end-to-end customer fulfillment journey.