Building Local Communities at a Global Company
Building Local Communities at a Global Company
Building Local Communities at a Global Company
Tackling Wish’s biggest product drawback (long shipping times from China) while partnering with local mom-and-pop shops across the world
Tackling Wish’s biggest product drawback (long shipping times from China) while partnering with local mom-and-pop shops across the world
Tackling Wish’s biggest product drawback (long shipping times from China) while partnering with local mom-and-pop shops across the world
Date
Date
Date
Fall '19 – Spring '22
Fall '19 – Spring '22
Fall '19 – Spring '22
Role
Role
Role
Product Design Manager, Senior Product Designer
Product Design Manager, Senior Product Designer
Product Design Manager, Senior Product Designer
Context
Context
Context
Wish Local was a program spun out of Wish's innovation team, WishX. A few months into launch, I became its solo designer. Over the next two and a half years, I led the Wish Local design team of five full-time product designers and UX writers (plus one intern) for nearly three years, both as a lead IC and manager. Wish Local was a key strategic pillar in the overall Wish consumer experience, to help expedite deliveries and keep shipping & distribution costs low for customers.
We designed the multifaceted user experience for over 50k stores around the world that partnered with us to bring Wish orders to our community.
Wish Local was a program spun out of Wish's innovation team, WishX. A few months into launch, I became its solo designer. Over the next two and a half years, I led the Wish Local design team of five full-time product designers and UX writers (plus one intern) for nearly three years, both as a lead IC and manager. Wish Local was a key strategic pillar in the overall Wish consumer experience, to help expedite deliveries and keep shipping & distribution costs low for customers.
We designed the multifaceted user experience for over 50k stores around the world that partnered with us to bring Wish orders to our community.
Impact
Impact
Impact
+350%
+350%
Participating store growth
Participating store growth
9x
9x
Store foot traffic growth
Store foot traffic growth
4.7
4.7
Google Play Store app rating
Google Play Store app rating
98%
Reduction in quit requests
Project Overview
Project Overview
Project Overview
Wish Local facilitates the last-mile fulfillment of over a million customer orders a month, making up nearly 10% of all GMV for Wish. The program served millions of unique customers and was a lifeline for communities during the pandemic when we built out features like Local Delivery and Curbside Pickup.
Skills Practiced
Skills Practiced
Managing Vision and Purpose
Managing Vision and Purpose
Building Effective Teams
Drive for Results
Drive for Results
Building Effective Teams
Innovation Management
UX Design
UI Design (Visual Craft)
Ideation & Brainstorms
User Research
Product Strategy
Product Strategy
Local Delivery & Curbside Pickup
Local Delivery & Curbside Pickup
Since Wish Local supported brick-and-mortar retail internationally, it was significantly impacted during the global COVID-19 pandemic. The Wish Local team scrambled to respond to the tectonic shifts in foot traffic in public spaces, and we launched two major features, Local Delivery and Curbside Pickup, to continue to serve our stores and their communities.
Skills Practiced
Innovation Management
Ideation & Brainstorms
User Research
UX Design
UI Design (Visual Craft)
50k
orders hand-delivered
12k
stores enrolled in Curbside Pickup
7k
pickup orders fulfilled a day
Wish Local Store Growth & Retention
Wish Local Store Growth & Retention
I worked hand-in-hand with an international team of ambassadors who supported storeowners on the ground as they set up and maintained the Wish Local programs in their stores. Through continuous feedback loops, we built new features and updated existing ones to retain our stores and attract new ones to join our global network of community outposts.
Skills Practiced
Customer Focus
Managing & Measuring Work
UI Design (Visual Craft)
UX Design
User Research
Information Architecture
Design Systems
Branding
Icon Design
98%
Reduction in churn requests
$9m
of savings per year
298k
active product listings in 6 months