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Brightspot

WPS / CMS Implementation

Problem

Wayfair lacked a web publishing tool, efficient process flow, and collaborative content governance model to manage the About Wayfair and Careers site content. Any time the teams wanted to make an update to their content, they had to battle for prioritization in the engineering queue. Even the most simple updates would take weeks to publish. For these reasons, the site has not seen a significant update in over seven years!

The content was outdated and lacking in core areas, such as sustainability and DEI. In the eyes of our investors, job candidates, reporters, customers, and employees, our corporate values were unclear and our brand reputation was questionable since we did not have the infrastructure or processes to produce and maintain the site.

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Hypothesis

By purchasing Brightspot after the pilot, we figured it would be a two-pronged approach to solving the Content Management System and the Web Publishing System issue.

Project Duration

3 months

My Role

I was the sole and Lead UX Designer on an extremely large Scrum team of 1 Content Strategist, 3 Engineers, 3 Graphic Designers and 50+ stakeholders.

I worked alongside 50+ stakeholders to define and test key needs, use cases, and technical/operational implications during a 45-day pilot of three different CMS/WPS vendors. Because the pilot was so well-defined, we confidently purchased our top choice.

I then became the Subject Matter Expert along side another Project Manager for Wayfair's first-ever WPS/CMS implementation. In this massive undertaking, I also played the role of: 

  • Research and Content Strategist, advising the Director of Communications and VP of Talent on site map decisions and completely redefining our governance model

  • Product Manager, facilitating custom development work between the designers, vendor's engineers, and Wayfair engineers to ensure the final product was on-brand and pixel-perfect 

  • UX Designer, mocking up the custom development specs for our engineers and providing UX design guidance to our graphic designers

  • Herder of cats, bringing together 50+ stakeholders from 20+ to make critical decisions and execute on tasks within a quick timeframe

Tools

  • Miro

  • Sketch

  • InVision

  • InDesign

  • Abstract

  • Homebase Design System

  • Google Suite (Meet, Drive, Docs, Sheets, Gmail)

  • Slack

Phase 1: Commit

Meet with stakeholders and Design/Product/Engineering to determine the aperture of the scope

Due to the unique nature of the project, it didn't follow a typical design process.

 

With my help, we managed to cut the number of Careers site pages in half. Duplicative content and a disjointed experience were replaced with a straight-to-the-point representation of our employer brand. We want to attract top talent in the tech world, so we needed to step it up.

The old About Wayfair site was using a logo from five years ago and our latest "Wayfair in the Community" highlight was from May 2017.

Phase 2: Plan

Frame the opportunity and decide if we are solving the right problem

Phase 3: Explore

Understand user behavior and needs by identifying pain points

Phase 4: Focus

Explore different approaches and converge onto a solution that aligns the user need with the business goal

Phase 5: Support

Observe how users interact with the solution to evaluate success, and ideate further if needed

The final pages that we designed, tested, and deployed can be seen here:

About Wayfair

Phase 6: Evaluate

Support the evolution of the product through data-driven iterations

**Ongoing work subject to Non-Disclosure Agreement**

 

(Able to show in person)