Five tools. One platform.

FedEx asked for better documentation. Research said developers were leaving before they ever opened the docs: the barrier was onboarding, not content. I argued for the bigger scope, a full platform redesign instead of a doc refresh, and won the budget to deliver it. The platform is live for thousands of developers.

I led product and UX across the platform for more than two years, with a small design team on execution. Research ran on a biweekly cadence: internal rounds at Tank plus three independent studies with AnswerLab, across the U.S., Canada, the U.K. and India. A comparison matrix mapped every screen against every test, so findings went from the lab straight into the backlog.

Funnel data and research across six developer personas pointed the same way: developers couldn’t tell whether the platform was for them before they committed. So the pre-login experience answers three questions first: what can I build, how hard is it, and how good are the docs. Confidence first, commitment second.

The webhook flow looked simple on the happy path, but webhooks touch billing accounts, shipping accounts and org permissions, and most real developers don’t arrive in a clean state. I designed eight non-success paths, from no billing account and no shipping account to a contributor without permission, plus a saved-in-progress lane so half-finished work was never lost.

A platform this dense generates a lot of system messages. Instead of letting every screen invent its own, I built a single authoring template for toasts, alerts, modals and gates: icon semantics, variable slots, button hierarchy and link text. One grammar now runs across more than sixteen production surfaces.

I led the design library updates for this initiative, designing new components that live inside FedEx’s 1DX design system. Weekly workshops with FedEx’s internal brand team kept the platform and the broader brand system evolving together.

The full information architecture is an interactive map. Move through the surfaces, from the pre-login pages to the org admin and the component library.