wayfair

Streamlining internal tools and redesigning the mWeb cart experience

In Spring 2023, I had the opportunity to join Wayfair as a Product Design Co-op, where I tackled high-impact design challenges across enterprise tools and customer experiences. From enhancing operational efficiency for warehouse teams to refining the checkout journey for millions of shoppers, I demonstrated my ability to solve complex problems, balance user needs with business goals, and deliver thoughtful, results-driven design solutions.

enterprise solutions

Collaborated with cross-functional teams to design a mobile portal for Wayfair’s warehouse staff, simplifying tasks like benefits access, time-off requests, and hours tracking.

lower funnel customer experience

I led the redesign of Wayfair’s mobile web cart to make checkout smoother and more engaging.

timeframe

6 months (Jan - Jun 2023)

timeframe

6 months (Jan - Jun 2023)

timeframe

6 months (Jan - Jun 2023)

timeframe

6 months (Jan - Jun 2023)

role

Product Design Co-op

role

Product Design Co-op

role

Product Design Co-op

role

Product Design Co-op

teams & focus

Enterprise Tools & Customer Experience

teams & focus

Enterprise Tools & Customer Experience

teams & focus

Enterprise Tools & Customer Experience

teams & focus

Enterprise Tools & Customer Experience

Employee Support Portal

The Employee Support Portal (ESP) is a centralized platform created to provide Wayfair employees with easy access to HR and support resources, such as managing hours, requesting time off, and exploring benefits. Wayfair’s management noted that while office employees had quick digital access to these resources, warehouse staff were often left without similar support. This gap presented an opportunity to improve the employee experience for warehouse workers.

To gain a deeper understanding of warehouse employees' needs, my team and I traveled to a Wayfair warehouse in Kentucky. We conducted focus groups with workers and supervisors to directly observe their workflow and understand their unique challenges.

Why a Kiosk Solution?

Many employees rely on personal devices, which are not always accessible during work.
Employees found it challenging to reach HR for simple tasks like checking benefits.
Frequent questions about time-off requests, hours, and pay history due to unclear access.

Warehouse workers rely on desktop stations for essential tasks.

Impact

Warehouse supervisors reported a

20% decrease in HR inquiries

during peak hours, indicating employees were able to address many questions independently through the kiosk.

Through a follow-up survey,

85% of respondents rated the kiosk as "easy to use"

and noted that it made accessing HR resources less stressful.

Anecdotal feedback from focus groups conducted post-implementation showed that

employees felt more in control of their schedules and requests

Key Screens

Home

Hours & Pay

Career Development

Get Help

Benefits

Grounding the Design in Real Employee Needs

After the Kentucky visit, we synthesized our findings and established key design principles to guide the kiosk solution:

Intuitive and Minimalist Navigation: Based on employee feedback, we prioritized simplicity. Our goal was for users to find answers within three taps or fewer, emphasizing “self-service without hassle.”
Clear, Actionable Buttons: We leveraged Wayfair’s Homebase design system but adjusted for larger button sizes and more visually recognizable icons to suit non-technical users.
Language Accessibility: To support a diverse workforce, we added language selection options and used plain, accessible language to avoid jargon.

We initially considered using handheld scanners for the Employee Support Portal, leveraging existing equipment to reduce costs. However, workers found the small screens hard to navigate and experienced connectivity issues, especially in some warehouse areas.

Opting for kiosks provided a stable, dedicated access point that improved usability and allowed employees to focus on personal tasks without interruptions. This investment respected their time, boosted morale, and created a reliable solution tailored to their needs.

Employee Support Portal

Why a Kiosk Solution?

Many employees rely on personal devices, which are not always accessible during work.
Employees found it challenging to reach HR for simple tasks like checking benefits.
Frequent questions about time-off requests, hours, and pay history due to unclear access.

Warehouse workers rely on desktop stations for essential tasks.

mWeb Cart Refresh

The checkout process is the heart of online shopping. At Wayfair, I redesigned this critical touchpoint, simplifying product selection, optimizing the experience to boost conversion rates, and ensuring customers feel supported every step of the way.

at a quick glance

Current state

Redesign

problem statement

Shoppers faced a fragmented checkout experience due to inconsistent design and unclear actions, hindering usability and overall satisfaction.

The goal was to identify best practices and key areas for improvement, ensuring an enhanced and competitive cart experience for our customers.

discovery

I looked at 10 leading e-commerce players (direct and indirect), some of which include Amazon, Target, Home Depot, Ikea, Walmart, Nike, Apple, Zara, and Gymshark.

key takeaways

exploration

Design Iterations

The cart was deconstructed into several key components:

Header (item count, price information, and "Proceed to Checkout" CTA)
Product cards
Recommended items carousels, and the saved items section.

I created multiple design variants to explore layouts, visuals, and information hierarchies, testing their impact on usability, engagement, and conversion. By embracing an iterative approach, we pushed the boundaries of the cart design to uncover innovative solutions and elevate the overall shopping journey.

Designs User Tested

UI Inconsistency

CTA Accessibility

Value Propositions

Design Opportunities

Intuitive Quantity Stepper

exploration

Design Iterations

The cart was deconstructed into several key components:

Header (item count, price information, and "Proceed to Checkout" CTA)
Product cards
Recommended items carousels, and the saved items section.

Designs User Tested

validation

User Testing Feedback

We conducted unmoderated mobile user tests with 8 participants to evaluate updates to the header, footer, and product cards. The testing also focused on the "My Saved Lists" and "You May Also Need" carousel features, aiming to identify their impact on user engagement and ease of navigation.

On a scale of 1-5, how likely are you to purchase home related items on your mobile device?

General Takeaways

Overall, users felt that the redesigned cart was informative and concise.

Most users prioritized final price, taxes, shipping, delivery date, product details, returns, and quantity. Only 2/8 users felt the inclusion of Home Services information was necessary. 6/8 found the redesigned saved items section intuitive and successfully completed tasks, while 7/8 didn’t consider product IDs or ratings essential for making purchase decisions.

High Level Takeaways

Product Cards

Current state

Redesign

What worked: Users valued delivery dates, price clarity, and visual organization.
Pain Points: Bulk savings and product codes felt unnecessary and cluttered. Grouping items by delivery dates was suggested for better tracking.

Save for Later

Current state

Redesign

Redesign Impact: The updated section felt more intuitive, with improved item organization and a clear distinction between lists and saved items.
Key Insights: Users appreciated the carousel for its ease of navigation, aiding in item tracking without disrupting the checkout flow.

Proceed to Checkout

Current state

Redesign

Current State: The header CTA and subtotal placement caused redundancy and confusion.
Redesign Feedback: Users preferred a sticky footer with a unified subtotal and checkout button for better accessibility.

Variation A (Current)

Words used to describe current Cart page

Variation B (Redesign)

Words used to describe redesigned Cart page

What Users Said

0:00/1:34

"Lorem ipsum"

Participant 1

0:00/1:34

"Lorem ipsum"

Participant 2

0:00/1:34

"Lorem ipsum"

Participant 3

0:00/1:34

"Lorem ipsum"

Participant 4

Takeaways

Wayfair was an incredible learning experience in designing with real-world constraints. The ESP project taught me to adapt to business needs and create something functional yet intuitive for warehouse employees, balancing usability with operational goals. Working closely with PMs and engineers, I learned how collaborative problem-solving can push a project forward, even with limited resources.

Redesigning the mWeb cart showed me the impact of data-driven decisions on customer retention. Using A/B testing and user feedback, I crafted a more seamless checkout experience that directly boosted conversions. Through both projects, I gained practical insights into navigating design systems, understanding user needs, and making a measurable impact—skills that will stick with me as I grow!

My Performance

"Naief achieved in a few weeks what most designers can't do in months. His fresh insights and strong usability tests revolutionized our Cart experience, enhancing it for millions of Wayfair customers."
Norman Wozniak
Associate director Product Design
"Naief's research skills and focus group work for the ESP project impressed me. His data analysis and use of Miro added value to Wayfair. I encourage him to stay curious and keep asking questions. He has a bright future ahead."
Anthony Marra
Senior product design manager
"Your quick learning, initiative, and strong research skills drive results. Your work on the ESP project earned team recognition. You communicate proactively, meet deadlines, and contribute positively to the team."
Ann Dang
Senior Product Manager