Past work · eCommerce
Office Depot
Marketplace redesign across web and mobile—B2B2C for a post-retail, vendor-driven ecosystem.
Personal note
Redesigning Office Depot’s B2B2C Marketplace for a Post-Retail Ecosystem
Office Depot pivoted from brick-and-mortar retail to a vendor-hosted marketplace, requiring a ground-up rethink of search, product flows, checkout, and post-purchase tools. I led the UX effort across web and mobile—modernizing key purchase journeys, simplifying delivery flows, and defining a scalable marketplace framework for both consumers and businesses.
01
Discovery
Understanding the Shift to B2B2C
- Marketplace pivot — COVID-19 forced Office Depot to transition from stocking all inventory to enabling vendors to hold and sell products directly.
- Legacy complexity — Existing B2B and B2C systems were fragmented, requiring a unified model for businesses and consumers.
- Vendor-hosted inventory — Users needed clarity on delivery, availability, and fulfillment introduced by the new vendor model.
- Operational constraints — Design work had to align with aging systems and high call-center volume.
02
Ecosystem mapping
Mapping the End-to-End Ecommerce Experience
- Search & browse — Established a cleaner, more intuitive search system for locating items across vendor inventories.
- Product details — Redesigned item pages with clearer pricing, fulfillment options, and enterprise-friendly details.
- Checkout flow — Unified complex B2B/B2C flows into a single, streamlined funnel supporting multiple payment types.
- Post-purchase tools — Improved tracking, returns, and communication to reduce confusion and support calls.
Marketplace screens
Samplings of Add to Cart, Order Details, Pick Up Details, and Track Package were common template sections for SKU data.
03
Design execution
Designing for Marketplace Clarity & Usability
- Amazon-inspired patterns — Leveraged familiar layouts and interactions to reduce cognitive load.
- UI simplification — Used larger components, clearer CTAs, and improved hierarchy across devices.
- Delivery tracker — Created a timestamp-based delivery tool replacing ambiguous shipping messages.
- Reduced support volume — Clearer flows lowered internal escalations and improved customer confidence.
Mobile marketplace
Companion layouts for smaller viewports—same search, fulfillment, and post-purchase patterns as desktop, tightened for touch.
04
Final delivery
Delivering a Unified UX Framework for Marketplace Growth
- High-fidelity screens — Provided production-ready designs for search, item pages, checkout, and delivery flows.
- Interaction models — Defined all delivery, exception, and return-state patterns.
- Component library — Delivered scalable UI components for marketplace and vendor expansion.
- Handoff documentation — Included annotated flows, business logic, and responsive specs for engineering.