FedEx’s address book hadn’t been redesigned in years. Usability research revealed why it was costing people time, and what a better version could look like.
The existing address book had known issues but no shared picture of how they connected or who they affected most. We ran usability research to surface what was actually breaking, before anyone started designing a solution.
The existing address book had accumulated years of complexity without a cohesive redesign.
Research surfaced five clear patterns in how users were struggling with address management. Those patterns, not assumptions, became the organizing logic for the redesign. Affinity mapping and synthesis workshops brought the team to the same starting point.
The redesign focused on reducing steps for the most common address tasks while keeping edge cases reachable. Address entry is a small interaction with high frequency. The details matter more than they look like they should.
The final designs went through multiple rounds of stakeholder alignment before handoff. The outcome was a spec-ready system that engineering could build without interpretation: annotated, edge-case-covered, and reviewed.
A modernized, scannable contact list with filters, editable columns, and direct Ship action.
Simplified contact creation with inline tagging and progressive disclosure of optional fields.
Clear side-by-side comparison letting users choose between their original and the verified address.
Multi-category filters by name, contact, address, tags, and shipping data.
Card and list views for organizing contacts into tag groups with member counts and descriptions.
The scope covered every interaction within the address book: creating, editing, and deleting contacts; tagging and batch tagging; search and sort; import and export; landing page filters and column customization; and address validation flows. Each was designed for both frequent enterprise shippers managing thousands of contacts and retail consumers shipping a few times a year.
Redesign based on observed behavior, not assumption.
Reduced friction for the most common address tasks.
Engineering could build without interpretation.
Boston & remote
