Operational workflows were fragmented across legacy tools and customer service–dependent processes, limiting visibility and slowing resolution.
Through stakeholder discovery, I identified exception handling as the core structural challenge—ranging from weather holds to complex multi-SKU inventory conflicts across warehouses. I designed a centralized dashboard structured around conditional workflows, anchored by a context-aware action bar that surfaced resolution paths based on selected orders.
The prototype secured executive buy-in and enabled the formation of a dedicated product team.
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