The Problem

UX maturity at the organization was low, with no structured user feedback collected since the product’s inception. To address this gap, I led the creation of a survey initiative to capture insights from key operational users.

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My Contributions

Working cross-functionally with business stakeholders, I defined research goals, facilitated alignment workshops, and structured the survey to surface actionable patterns. After legal review, the survey was distributed to sort and operations managers across the US and Canada over a two-week period, generating 324 responses.

This effort established a foundational understanding of user needs and created a baseline for future research and design decisions.

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Progression

High satisfaction masked underlying issues
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Most respondents rated their experience highly (average 3.89/5), which initially reassured stakeholders about the existing design. However, this contrasted with more specific feedback, suggesting that while the product is generally usable, it contains friction points that are not immediately reflected in overall ratings.

Mobile usage was higher than expected
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Despite internal resistance to a mobile-first approach, a significant portion of users reported using the mobile experience at least part of the time. This challenged existing assumptions and reinforced the need to prioritize mobile workflows in future design decisions.

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Filtering experience was a key pain point
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Users reported confusion and dissatisfaction with the existing Boolean filtering system. Many either avoided using filters altogether or struggled to use them effectively, directly informing the need for a simplified filtering experience in the redesigned flow.

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Conclusion

The FMA experience is generally well-received by users, with feedback indicating a strong foundation in usability. However, reported issues centered around application bugs, limitations in existing features, and friction within specific workflows—highlighting clear opportunities for refinement.

The survey also exposed gaps in research execution. A broad participant list led to low completion rates, reinforcing the need for more targeted recruitment in future studies to ensure higher-quality insights.

These findings informed a focused path forward: prioritizing improvements to filtering interactions, addressing usability issues, and expanding support for mobile workflows based on demonstrated user behavior.