Reimagining admin tooling experiences
Over the summer of 2025 I joined the internal tooling team at Shipt, to reimagine how existing tooling can modified to incorporate latest practices. My focus involved revamping the Shopper Info panel, a central repository for all Shopper related actions and information.
Shopper Panel & Certifications
Credit Reason & Group Management
Redesigned how Credit reasons and groups are displayed and managed on the shopper profile taking into consideration usage frequency.
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PANEL REDESIGN
Optimizing data visibility in the shopper panel
This panel is the main reference point for the ShopperOps/X team (300+ members) at Shipt to identify information for onboarding, support or any process related to shoppers, it acts as the catalyst for the main profile actions.
BEFORE
The problem
"A tool built for quick reference was slowing people down and inviting errors"
Finding information took too long
Support reps often needed a single detail mid-call, but the panel's flat layout forced them to scan everything to find it, slowing them down at the worst possible moment.
Information wasn't grouped by relevance
Every field sat in one undifferentiated stream with no grouping by context or importance, so even familiar information took longer to locate than it should have.
Critical actions were easy to trigger by accident
Driver certification sat inline with read-only fields, looking identical and taking one click, so anyone scanning the panel could certify a driver by mistake, even users without authority.
Iterations
Working with my PM and the engg team to determine the suitable iteration
Throughout the process I got the opportunity to discuss my iterations and design decisions with the PM as well as discuss technical feasibility with the engineering team to identify the most suitable solution.
PANEL REDESIGN
Utilizing data hierarchy and friction for faster data consumption
Based on conversations with the Xops team, I established a grouping system consistent with their usage patterns and redesigned the panel to show the same. Additionally the process of certification was reassessed and reimagined to reduce error rates.
AFTER
DESIGN DECISION POINTS
Decisions that shaped the redesign
Redesigning a high-traffic panel meant making deliberate calls about what to surface, what to group, and what to make harder to do by accident. Here are the decisions that shaped it.
Decision 1: Visual Hierarchy & Grouping
Main actions taken on the panel were scattered throughout the panel with no alignment with usage, I redesigned the panel to have an emphasis on the high touch actions which in turn reduces time consumed during support calls.
BEFORE
AFTER
I lifted identity and the most-used actions into a prioritized header,
so the data reps need first is what they see first.
INFORMATION ARCHITECHTURE STRUCTURING
BEFORE
AFTER
The before grouped data by where it happened to live, not by what reps needed together.
I redrew the categories, separating personal info, qualifications, vehicle, and payment, so each block maps to a real task.
Decision 2: Adding friction where it prevents costly mistakes
Certifications on the panel decide what deliveries a shopper can or can't do. Before, this critical allowance could be allowed with one single click. After interviews with 5 X Ops team members, I determined that adding friction can prevents critical errors by other users of the panel even at the cost of more time taken.
BEFORE
AFTER
Added friction to the certifications process by embedding approval layer deeper
and reducing error rates by non-approved users.
A brief look at the research process behind the certification update
Additional WORKFLOWS
Credit reason and Group flows
Shoppers and customers experiencing issues with ordering through Shipt are given credits to redeem on their next shopping experience, I designed this flow to track all the reasons for which this credit is granted.
CHALLENGES & GROWTH
Learning from and with the best
With the amazing internal tooling team at Shipt
