PARKER

Spearheaded design of the current versions of Parker’s search, shop, and support experience. This Fortune 500 international parts manufacturer offers over 1 million part and component SKUs, thousands of configurable parts, and millions of technical/customer support resources.

Led comprehensive competitor website analysis, evaluating navigation effectiveness, conversion optimization, design consistency, usability heuristics, trust and security, and site performance to identify strategic opportunities for improvement.

Created and iterated high-fidelity wireframes and interactive prototypes for complex web and mobile platforms, ensuring seamless alignment with business objectives, user needs, and brand standards.

Redesigned the complete shopping interface and UX, enhancing product browsing, search, faceted filtering, smart autocomplete/autosuggest, sorting, product detail pages, quick view, cross-referencing, knowledge panels, and related e-commerce features.

Conducted extensive research to identify and prioritize top customer support needs through analysis of 700+ support forms, interviews with phone-based support staff, and web analytics review, resulting in a data-driven hierarchy of support topics and solutions.

Designed and implemented a guided support wizard, delivering targeted, step-by-step solutions for the most frequent customer issues, reducing support calls and improving self-service success rates.