The ODP Corporation · Senior UX Designer · 2021 – 2024
I led the UX initiatives that took Office Depot's Net Promoter Score to 70% — a company record — including making the industry's fastest BOPIS program actually findable in the app.
Elevate customer satisfaction from industry-average to best-in-history through systematic experience improvement.
NPS reached 70% — the highest in Office Depot's history.
Recovered NPS after a curbside-pickup launch dip, established UX standards and cadences the team still runs on, and executives who treated design as a strategic input rather than a service desk.
After launching curbside pickup in the mobile app, our NPS actually dropped — customers couldn't track their order status. I dove into discovery research, ran user interviews and usability testing, and audited the experience using the Tenets and Traps method. The fix wasn't more features; it was making the Buy Online, Pick Up In Store program discoverable and trackable — early notifications and an order tracker right on the app's homepage.
Alongside pickup, I designed on-site search enhancements that lifted customer satisfaction scores 40% — the kind of unglamorous, high-traffic surface where small design decisions compound into perception shifts.
Record NPS isn't one project — it's a system. I created and facilitated UX standards and meeting cadences across the team, promoted design-centric decision-making directly with executive-level stakeholders, and helped recruit and onboard four UX designers — mentoring two on the B2B side — so continuous improvement was a ritual rather than an aspiration.
Ask me about how I win executive trust before the title on my badge says I should.