Problem

Package theft and failed deliveries had become a growing problem for Amazon customers with no reliable self-service solution in place. The challenge was to invent a new delivery experience from scratch, one that worked for customers across vastly different environments including grocery stores, malls, schools, and apartment buildings, while also solving the operational and administrative tooling needed to manage the system at scale. There was no existing model to build from.

Solution

As one of four original designers on the project, I helped invent, design, and launch Amazon Locker-Hub from the ground up. A key part of the vision was designing the system to accept deliveries not just from Amazon but from any delivery network, allowing third-party carriers to deliver directly to the Hub and giving customers a single secure pickup point regardless of where they shopped. I prepared day-one user interactions and workflows that were presented to the CEO. I traveled to India three times, approximately two weeks each visit, to collaborate on-site with the local team and ensure a successful product launch. I participated in and influenced early conversations and designs for what eventually became Amazon Key. I participated in and ran patent invention workshops. I presented the product to multiple levels of leadership, all the way up to the CEO of Consumer. I was in the Green Room when my product was presented to the CEO. As a key designer in the invention, development, and global launch, I:

• Crafted day-one user interactions, workflows, and conducted extensive usability testing

• Presented designs and strategies to multiple levels of leadership, including the SVP of Worldwide Operations

• Collaborated with international teams, particularly in India, necessitating multiple global trips to ensure successful product development and launch

• Participated in high-stakes presentations, including being present in the Green Room during the pitch to the CEO

Outcome

The product launched in 2017 and is now deployed globally across grocery stores, malls, schools, and retail locations worldwide, becoming a cornerstone of Amazon’s delivery ecosystem. The open carrier model we helped design expanded the product’s utility far beyond Amazon’s own delivery network, allowing any carrier to participate and serving millions of customers across a truly universal last-mile delivery solution. This project, undertaken while working for Amazon’s core team (pre-AWS), showcases my ability to innovate at scale, navigate complex stakeholder environments, and deliver solutions with global impact.