Timeline
2 month
My role
UX Designer
Team
Product manager | 4 engineers | 1 QA
Problem
Best Buy’s certification process was manual by paper PDF, fragmented, error-prone, and turned coaching into an administrative checkbox exercise.
My Role
As the Lead UX Designer, I was responsible for investigating the end-to-end certification experience. My role was to identify the core pain points for both store leaders and employees, map the existing workflow, and design a new, fully integrated digital solution within Best Buy Connect’s internal coaching tool.
Final Design
Outcome
(Key improvements after 60-day rollout)
Minutes saved per certification (observed in rollout)
Ongoing Business Impact
Scale across 1,000+ stores
certifications completed monthly
unique employees certified per month
supervisors certifying employees
hours saved monthly
01
The Process
Challenges with current process
User flow and Task analysis revealed coaching and certification systems operated in isolation, wasting valuable employee development data.
How might we eliminate manual data entry so store leaders can focus on coaching instead of paperwork?
02
The Solution
I designed an integrated certification workflow that transformed both systems into a unified employee development platform. The solution created multiple pathways within the coaching tool.
BEFORE
AFTER
Key features
All-in-One Solution
One tool for all coaching and certification needs
Zero Data Entry
Auto-populated employee information, eliminating manual entry errors
Real-Time Progress
Coaching feedback automatically updates certification progress
Simplified Process
Converting overwhelming guides into bite-sized, trackable coaching sessions
Outcome
(Key improvements after 60-day rollout)
Minutes saved per certification (observed in rollout)
Lessons
What did I learn?
Scale changes everything.
Transforming how 85,000+ employees develop their careers through integrated systems was incredibly fulfilling. This project pushed me to think beyond individual workflows and consider enterprise-wide implications.
Stakeholder alignment is design work.
I had to navigate complex dynamics between coaching teams, HR analytics, and store operations while justifying every integration decision from both user experience and business ROI perspectives.
Constraints fuel creativity.
The technical challenges of integrating legacy systems taught me patience and creative problem-solving that I carry into every project. Sometimes the best solutions emerge from the tightest limitations.
