Background

Smart Access is a warehouse operations tool designed to enhance workforce productivity through training, performance management, and AI-powered data analysis. The product suite includes a web portal and a mobile app.

The Smart Access App is primarily used by warehouse associates, coaches/trainers, and shift or location leaders, each with a unique job-to-be-done the app. The mobile app also offers a browser-based experience that can be accessed on a laptop computer.

My Role and Responsibility

As the second designer to join the team, I have been at the center of the Smart Access design team since the beginning. I am the primary design owner of the mobile app project, leading process in over 90% of the features.

As a B2B SaaS product, understanding the users' existing workflow is critical, and that is not something could be done with imagination. Close user communication and extensive field research are at the top of my mind everyday.
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App Adoption

The Smart Access system is currently operating in hundreds of distribution centers across North America, some of which are owned by the most world-renowned leading retailers. As of March 2024, the Smart Access App has a total of approximately 30,000 active users, with over 75% of them in leadership and corporate management positions.

App operation in context:

App Functionalities

The Smart Access App has three main user groups, each with unique use cases: associates, coaches/trainers, and facility leaders. Associates utilize the app to access training content and company communications. Coaches and trainers use the training checklist to ensure associates are trained to the company standards. Leaders have access to end-to-end data on all associates' training activities and can evaluate their performance using an observation tool native to the app.
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