CONTEXT: The NAPA Auto Parts supply chain moves over 800,000 unique automotive parts from global manufacturers through a network of nearly 60 distribution centers to more than 6,000 retail stores and service centers.

RESEARCH: To understand and optimize NAPA’s supply chain, Service Design and Enterprise UX Research focuses on mapping the interconnected journeys of suppliers, warehouse workers, store owners, delivery drivers, and mechanics. Researchers utilize contextual inquiry and ethnographic shadowing to observe warehouse pickers interacting with robotics and ride along with delivery drivers to identify real-world physical constraints. They then run service blueprinting workshops to align back-end inventory software with these physical movements, conduct task analyses on legacy inventory tools to streamline multi-SKU lookups, and perform usability testing on B2B ordering portals to reduce ordering errors for busy mechanics.

PROBLEM STATEMENT: Independent store owners and commercial mechanics are experiencing delayed deliveries and order inaccuracies because legacy inventory tracking systems and fragmented communication channels do not provide real-time visibility across global distribution centers and local delivery fleets. This results in lost revenue for store owners, stalled service bays for mechanics, and increased operational overhead for NAPA, which threatens their market share against digital-first competitors.

MY ROLE: As a UX Designer/Researcher on the Enterprise Logistics team, I specialize in mapping and optimizing complex, end-to-end supply chain ecosystems. In this role, I bridge the gap between physical operations and digital workflows by conducting contextual inquiry and service blueprinting to uncover user friction from the warehouse floor to the commercial service bay. I collaborate closely with other product designers on the team to translate these research insights into intuitive user flows, ensuring our system UI directly addresses real-world constraints while maintaining a cohesive design system across all B2B and internal platforms.