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Genuine Parts Company has roughly 50,000 employees and over 10,000 operations in 15 countries. 2021 earnings exceeded $18.9 billion, the majority of which was driven directly by e-commerce. The NAPA name alone encompasses 500,000 part numbers and over 16,000 AutoCare and Collision Centers.
A research-based approach concurrently delivers multiple new core products.
Naturally, the continuous improvement of new search and tracking touchpoints is mission critical. I was brought on to lead multiple internal UX teams in releasing new versions of two core products.
Challenges included training junior team members, meeting the limited capabilities of older store hardware, as well as contributing to the application and evolution of a nascent existing design system being managed by other teams. Clear written requirements and close collaboration with the development teams were key to delivering on-time and on budget within a series of compressed, overlapping sprint cycles.
Research and testing were essential parts of the process. Competitive and market research was readily available from NAPA, as was detailed user data. This was used to create user personas that accurately captured the nature of the customer base.
During the design phase, we tested early and often; building numerous complex prototypes for tasks such as customer vehicle selection, and gathering data regarding overall UX performance using automated tools. This feedback was combined with in-person interviews and real-time tests to generate a substantive series of design recommendations, and to increase the overall efficacy of the platform.