Led UX research, design, and strategy for SAP ERP integration at Union Pacific, streamlining inventory and billing systems. Conducted in-depth user research and delivered insights through personas, journey maps, and workflows that shaped key product decisions. Integrated AI tools like Dovetail and GPTs to accelerate synthesis and align cross-functional teams. Also improved the customer web experience with UX enhancements in Adobe Experience Manager (AEM).
Applied UX research methods—including contextual inquiry, field observation, and task analysis—to evaluate newly developed SAP software directly within warehouse environments. By engaging with frontline users and observing real workflows, I identified key usability gaps and friction points in inventory tracking and billing tasks. These insights informed critical design improvements that streamlined system navigation, reduced user errors, and enhanced overall productivity. My research directly contributed to a more intuitive SAP experience, supporting operational efficiency and better alignment with user needs.
While conducting UX testing at Union Pacific supply warehouses in Sacramento, Fort Worth, and Chicago, collaborating with implementation partners, management, and tech teams. Through usability testing, workflow analysis, and journey mapping, I identified technology and process gaps, presented findings to tech leads, and developed user flows that improved system visibility for warehouse employees and addressed key workflow issues.
I gathered data from Union Pacific warehouse visits to understand employee workflows and ensure the new SAP ERP technology supported their daily tasks. By capturing workflows from SAP Zebra RFUI devices and formulating user role cards, I identified individual user needs and tasks within the larger operational context. The use of Dovetail allowed me to better organize my notes and streamline an effective way to share my insights with tech leads and warehouse employees to align the system with real-world user requirements.
Led UX design strategy for the customer-facing website, focusing on improving usability, satisfaction, and alignment with business goals. By collaborating closely with subject matter experts across departments, I translated complex operational knowledge into intuitive, user-friendly digital experiences. I facilitated workshops and cross-functional sessions to synthesize internal expertise with user insights, ensuring the new site met both customer expectations and business requirements. This strategic approach resulted in a streamlined, accessible interface that improved task completion rates, reduced support requests, and significantly boosted customer satisfaction.
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Helped evangelize UX research at Union Pacific by supporting the research team in developing clear, actionable deliverables—such as research summaries, journey maps, and workflows—that made our process more accessible to stakeholders. Contributed to operational efficiency by organizing research assets, standardizing documentation, and streamlining collaboration, accelerating team output and enhancing cross-functional alignment.
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Leveraged Dovetail’s AI tools to accelerate research analysis at Union Pacific, streamlining the synthesis of interview data into actionable insights and significantly reducing turnaround time for deliverables. Utilized Union Pacific’s internal ChatGPT platform to enhance workflows, draft communications, and support faster documentation and stakeholder reporting. Additionally, explored AI-driven prototyping options within Figma to enable rapid concept generation and early design iteration, helping the team move from ideas to testable solutions more efficiently. These efforts improved operational productivity, supported faster decision-making, and demonstrated the value of integrating AI into the UX process
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