Stanley Black & Decker
As the Lead UX Designer, I led the design and development of an AI-powered application for Stanley Black & Decker, aimed at helping customers identify and purchase small parts such as nuts, bolts, and fasteners from a catalog containing thousands of SKUs. The challenge was that many users lacked the technical vocabulary or expertise to describe their needs, leading to abandoned carts, support tickets, and order errors. My role was to design a user-centered, intuitive interface that simplified this complex process and made it accessible to both technical and non-technical users.
I conducted research to uncover pain points and mapped user journeys to guide customers toward the correct parts. Collaborating with AI and engineering teams, I integrated conversational flows and image recognition to provide step-by-step guidance, reducing reliance on live support agents while improving accuracy and efficiency.
Through iterative prototyping and usability testing, I refined the AI interface to enhance clarity, trust, and engagement. The redesigned experience improved customer satisfaction, minimized order errors, and increased sales by enabling users to easily find and purchase the correct parts. By blending AI technology with strategic UX design, I delivered a scalable solution that addressed complex user needs while driving measurable business outcomes.
