wayfair

Streamlining internal tools and redesigning the mWeb cart experience

In the spring of 2023, I joined Wayfair as a Product Design Co-op, diving into projects that challenged me to think both on an enterprise and customer level. I worked closely with the Enterprise Solutions team to create a tool that would make life easier for Wayfair's warehouse employees and collaborated with the Customer Experience team to refine the checkout journey for our shoppers. These experiences gave me valuable insights into the wide-ranging impact of thoughtful design.

enterprise solutions

Collaborated with cross-functional teams to design a mobile portal for Wayfair’s warehouse staff, simplifying tasks like benefits access, time-off requests, and hours tracking to support non-technical users in their daily needs.

lower funnel customer experience

I took on the challenge of redesigning Wayfair’s mobile web cart to make checkout smoother and more engaging. Through competitive analysis, user testing, and iteration, I created a cleaner, more efficient design that elevated the customer experience.

timeframe

6 months (Jan - Jun 2023)

timeframe

6 months (Jan - Jun 2023)

timeframe

6 months (Jan - Jun 2023)

timeframe

6 months (Jan - Jun 2023)

role

Product Design Co-op

role

Product Design Co-op

role

Product Design Co-op

role

Product Design Co-op

teams & focus

Enterprise Tools & Customer Experience

teams & focus

Enterprise Tools & Customer Experience

teams & focus

Enterprise Tools & Customer Experience

teams & focus

Enterprise Tools & Customer Experience

Employee Support Portal

The Employee Support Portal (ESP) is a centralized platform created to provide Wayfair employees with easy access to HR and support resources, such as managing hours, requesting time off, and exploring benefits. Wayfair’s management noted that while office employees had quick digital access to these resources, warehouse staff were often left without similar support. This gap presented an opportunity to improve the employee experience for warehouse workers.

To gain a deeper understanding of warehouse employees' needs, my team and I traveled to a Wayfair warehouse in Kentucky. We conducted focus groups with workers and supervisors to directly observe their workflow and understand their unique challenges.

Why a Kiosk Solution?

Many employees rely on personal devices, which are not always accessible during work.
Employees found it challenging to reach HR for simple tasks like checking benefits.
Frequent questions about time-off requests, hours, and pay history due to unclear access.

Warehouse workers rely on desktop stations for essential tasks.

Impact

Warehouse supervisors reported a

20% decrease in HR inquiries

during peak hours, indicating employees were able to address many questions independently through the kiosk.

Through a follow-up survey,

85% of respondents rated the kiosk as "easy to use"

and noted that it made accessing HR resources less stressful.

Anecdotal feedback from focus groups conducted post-implementation showed that

employees felt more in control of their schedules and requests

Key Screens

Home

Hours & Pay

Career Development

Get Help

Benefits

Grounding the Design in Real Employee Needs

After the Kentucky visit, we synthesized our findings and established key design principles to guide the kiosk solution:

Intuitive and Minimalist Navigation: Based on employee feedback, we prioritized simplicity. Our goal was for users to find answers within three taps or fewer, emphasizing “self-service without hassle.”
Clear, Actionable Buttons: We leveraged Wayfair’s Homebase design system but adjusted for larger button sizes and more visually recognizable icons to suit non-technical users.
Language Accessibility: To support a diverse workforce, we added language selection options and used plain, accessible language to avoid jargon.

We initially considered using handheld scanners for the Employee Support Portal, leveraging existing equipment to reduce costs. However, workers found the small screens hard to navigate and experienced connectivity issues, especially in some warehouse areas.

Opting for kiosks provided a stable, dedicated access point that improved usability and allowed employees to focus on personal tasks without interruptions. This investment respected their time, boosted morale, and created a reliable solution tailored to their needs.

Employee Support Portal

Why a Kiosk Solution?

Many employees rely on personal devices, which are not always accessible during work.
Employees found it challenging to reach HR for simple tasks like checking benefits.
Frequent questions about time-off requests, hours, and pay history due to unclear access.

Warehouse workers rely on desktop stations for essential tasks.

mWeb Cart Refresh

Takeaways

Wayfair was an incredible learning experience in designing with real-world constraints. The ESP project taught me to adapt to business needs and create something functional yet intuitive for warehouse employees, balancing usability with operational goals. Working closely with PMs and engineers, I learned how collaborative problem-solving can push a project forward, even with limited resources.

Redesigning the mWeb cart showed me the impact of data-driven decisions on customer retention. Using A/B testing and user feedback, I crafted a more seamless checkout experience that directly boosted conversions. Through both projects, I gained practical insights into navigating design systems, understanding user needs, and making a measurable impact—skills that will stick with me as I grow!

My Performance

"Naief achieved in a few weeks what most designers can't do in months. His fresh insights and strong usability tests revolutionized our Cart experience, enhancing it for millions of Wayfair customers."
Norman Wozniak
Associate director Product Design
"Naief's research skills and focus group work for the InfoHub project impressed me. His data analysis and use of Miro added value to Wayfair. I encourage him to stay curious and keep asking questions. He has a bright future ahead."
Anthony Marra
Senior product design manager
"Your quick learning, initiative, and strong research skills drive results. Your work on the Infohub project earned team recognition. You communicate proactively, meet deadlines, and contribute positively to the team."
Ann Dang
Senior Product Manager