Tire Service Platform Modernization
Roles
In-Store Digital Products UX Design Lead
Lead UX Designer for a 6-App Work Order Management Suite (Desktop + Mobile)
Time
December 2021 – Present
Team
6 FTE UX Designers, 5+ IBM UX Contractors, Product Management, Development, Field Operations
Tools
Figma, FigJam, Sketch, Jira, Confluence, Microsoft Office Suite
Impact
Led a team of 11+ UX designers
Guided UX redesign strategy across 10 integrated in-store application workstreams
Built designs for a six-tool suite to be used daily by 25,000+ store employees (tech, sales, and managers) across 1,100+ retail locations
As of August 2025, the modernized desktop platform is live in 546+ stores
Phased mobile development is underway with rollout to follow the full desktop deployment
Forrester Design Framework
As a lead, I anchored my process in the Forrester Design Framework (FDF): moving from Discover and Define to Create and Evaluate to Develop and Monitor. While not everyone on the team was always aligned to this structure, I consistently used it as a guide to drive clarity, human-centered decision-making, and cross-functional alignment.
In practice, the work wasn’t always linear. We often had to loop back revisiting requirements after new insights, refining flows based on usability testing, or adjusting during development. These iterations strengthened the outcome, making sure the final product truly served technicians, managers, and customers.
By pushing for this framework, I helped the team maintain a shared direction while still adapting to the realities of a fast-paced, evolving project.
