FedEx - Pioneer in Ship, Manage, Track and Deliver.
Salesforce Experience Cloud, Service Cloud, Experience Cloud, Business, Creative Director, Designer
The Challenge
FedEx, a global leader in logistics and delivery, sought to elevate its customer support infrastructure through a comprehensive redesign of its Salesforce Service Cloud implementation—FedEx Support HUB. The existing system posed usability challenges that hindered agent efficiency and customer satisfaction.
I was engaged to lead the UX transformation, with a mandate to streamline workflows, enhance usability, and align the experience with both FedEx’s brand standards and Salesforce’s enterprise design system.
The Vision
Support is more than resolution—it’s experience. The vision was to create a scalable, intuitive platform that empowered support agents to deliver faster, smarter service while reinforcing FedEx’s reputation for reliability and innovation. By integrating user insights and design systems thinking, I aimed to build a solution that would not only solve immediate pain points but also future-proof the platform for evolving business needs.
The Solution
Through a strategic blend of research, design, and collaboration, I delivered a reimagined FedEx Support HUB that transformed agent workflows and elevated the service experience:
Led knowledge transfer sessions and conducted deep user research to uncover friction points and identify optimization opportunities
Architected a streamlined information structure that eliminated the need for wireframes, accelerating the design cycle
Designed over 30 high-fidelity interactive prototypes, ensuring intuitive navigation and seamless task flows
Maintained brand integrity by aligning with FedEx’s visual guidelines and Salesforce’s Lightning Design System, enhancing consistency and user engagement
The redesigned Support HUB became a model of operational efficiency and design excellence—empowering agents, delighting users, and reinforcing FedEx’s commitment to service innovation.
