— Discover
The project required understanding two fundamentally different user groups — NAPA dispatchers managing outgoing orders under time pressure, and customers expecting a frictionless consumer delivery experience for an urgent, high-stakes purchase. I conducted usability testing and stakeholder interviews across both groups, mapping the full dispatch workflow from order placement through driver assignment, delivery, and confirmation. Key findings revealed significant friction in the handoff between NAPA’s internal order system and the ride-sharing dispatch layer — a gap that would become the central design challenge.

— Define & Design
I applied a user-centered design approach across both the customer-facing and dispatcher-facing interfaces — ensuring that every design decision served the needs of the specific user at that moment in the flow. For dispatchers, the priority was speed and operational clarity — minimizing the steps required to assign, track, and confirm deliveries in real time. For customers, the priority was confidence and transparency — knowing exactly where their parts were and when they’d arrive. Both interfaces had to integrate seamlessly with three different ride-sharing platforms while maintaining a consistent NAPA brand experience.

— Deliver & Measure
Designs were validated through a rigorous A/B testing process that identified key pain points and opportunities for refinement — resulting in actionable design recommendations that optimized user flow and minimized friction across both dispatcher and customer experiences. Following launch, I led QA initiatives that identified and resolved critical defects, improving platform stability and service reliability. The system launched successfully across the greater Atlanta area and has since scaled to multiple cities — remaining in active operation to this day.