AI Product Design
Talent Marketplace
Go-To-Market StrategyE
UX Strategy & Research
Cross-Functional Collaboration
Startup Product Development
CUSTOMER EXPERIENCE
Context & Overview
Project Summary
Wayfair’s Supplier Portal (used by 7,000+ suppliers to manage product listings, inventory, and orders) was outdated, inconsistent, and costly in supplier onboarding support. We redesigned it intuitively to reduce friction, simplify the interface, and improve overall supplier satisfaction.
My Role
Senior Product Design Lead, partnered with Supply Chain Product Management, Engineering, and Supplier Ops stakeholders. Accountable for setting vision, enabling system-level design, and presenting progress to Wayfair’s Supply Chain and Supplier Experience Leadership org.
Timeline & Scale
Multi-quarter initiative spanning the 2024 winter cycle, impacting 7,000+ suppliers worldwide and ~$5B in Gross Merchandise Value (GMV) processed annually.
Challenge & Problem Statement
Business Need
Increase supplier self-sufficiency → reduce onboarding and support overhead.
North Star Metrics
Reduce supplier support tickets per onboarding by 50%, while increasing portal adoption of self-service features.
Constraints
Highly fragmented workflows built on systems that aren't communicating, legacy design debt, conflicting supplier requirements across global regions (US/EU/UK).
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Suppliers weren’t struggling to work hard—they were struggling to work smart. Our mission was to remove friction and make our business partners' success intuitive.
Discovery & Research
Partnered with Supplier Ops to analyze support ticket data → 60% of tickets were due to inventory management confusion.
Facilitated 3 discovery and ideation workshops with Wayfair’s top 20 suppliers → surfaced key pain points (bulk upload tools and inconsistent terminology).
Synthesized insights into 3 core opportunity areas: clarity of navigation, bulk efficiency tools, and contextual guidance.
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Research revealed that clarity, bulk efficiency, and contextual guidance weren’t nice-to-haves—they were critical for suppliers to succeed independently.
Design Strategy & Approach
Defined vision: “Empower suppliers to succeed independently with confidence.”
Created modular design system components to ensure consistency across portal features.
Prioritized bulk actions + contextual help to address top-3 ticket drivers.
Execution & Collaboration
Advisory Reviews
Instituted monthly Supplier Advisory Reviews (co-created with top suppliers).
Leadership Influence
Partnered with Engineering leads to propose a phased rollout → starting with inventory module redesign being on of the biggest pain-points in Supplier Experience that will require a small lift for refinement.
Design System Governance
Introduced design system governance process to prevent re-fragmentation over time.
Outcome & Impact
Reduced Support Tickets
Supplier support tickets per onboarding dropped by 55% post-launch, allowing suppliers to self-serve more effectively.
Faster Inventory Management
Time to publish inventory decreased by 35%, enabling suppliers to get products live faster and reduce operational friction.
Improved Supplier Satisfaction
Supplier NPS rose from -5 to +32 within six months, reflecting a significant boost in trust and usability.
Enterprise-Wide Influence
The portal redesign was adopted as a blueprint for future enterprise tools, shaping the company’s approach to scalable supplier-facing experiences.
