Redesigning a high-frequency audit workflow used daily by 50+ associates at Amazon Key for Business. Auditors needed to focus on the work, not the system.
The existing workflow forced auditors to piece together information from multiple disconnected views. A property overview lived in one place, access point details in another, and there was no way to hold context between them. Every audit meant starting from scratch.
The auditor starts on the property landing page, navigates to the access points section, then opens each collapsed access point card individually, repeating this sequence for every single audit.
The existing card showed access point name, ID, and device coordinates immediately but buried everything else behind an "Additional Details" toggle. Device ID, internal team owner, and distance from address all required an extra click to surface. More critically, device status wasn't visible anywhere on the card. Auditors had no way to know if a device was online or offline before taking action.
Through a mix of formal interviews and informal conversations with stakeholders and associates, I validated what I was seeing in the interface and learned something I hadn't fully caught yet. Multiple teams across Key for Business needed device status to do their jobs. It wasn't just a layout inconvenience. It was information people were making decisions without.
The starting point was a feature integration request: adding Ring In to the access point card. Rather than dropping the new feature into a broken layout, I used it as an opportunity to address the underlying problems I'd already identified. I presented a Figma file and FigJam board to the PM showing how the Ring In integration could be done alongside a broader card redesign that surfaced device status and eliminated unnecessary clicks. The proposal connected the new feature to a workflow improvement the whole team would feel.
Ran multiple critique sessions to pressure-test decisions on layout, hierarchy, and component patterns before moving to final designs.
Delivered high-fidelity prototypes validated through iterative feedback, ready for engineering handoff and rollout.
Rather than introducing an entirely new pattern, I retained the card design to preserve familiarity for daily users. The bigger change was inside the card. I removed the port field, which was rarely used and only relevant to one internal team, and surfaced device status prominently since multiple teams needed it to take action. Less noise, more signal for the majority of users.
Auditors across teams were filtering by different dimensions depending on their role and what they needed to action: device type, DSN status, and place. Surfacing those three filters directly reduced the time spent scrolling through access points that weren't relevant to a given audit.
I consolidated the information that all Key for Business teams actually relied on into one visible layer, eliminating the collapsed "Additional Details" section that required extra clicks. The goal was that everything needed to complete an audit was present without digging.
100% adoption across all auditing teams within the first month of rollout.
The redesign didn't just reduce time. Auditors reported feeling more certain they had completed tasks correctly. Speed and clarity improved together.
The workflow logic became a reference for future internal tooling at Amazon, contributing to more consistent UX patterns across teams.
Shadowing auditors during live sessions revealed workflow routines I hadn't anticipated from written briefs alone. The frequent context-switching between views and the cognitive burden of remembering where they were in the process only became visible through observation. A broader discovery phase would have surfaced team collaboration patterns earlier. If I could change one thing: more time in the initial research phase to understand cross-team workflow friction, not just individual task completion.
