Walmart Account UX Optimization
Every digital product has a heartbeat.
For Walmart, that heartbeat is the Account experience – the central place where more than 86 million users manage their orders, payments, memberships, and preferences.
Client
Walmart
Year
2023-2025
Industry
Tech
Retail
E-commerce
Team
Product + Content Design
Product Manager + Leadership
Engineering
Business
Technical PM
Overview
This critical space, over time, had become cluttered and confusing. New features were bolted on without a holistic strategy. Navigation was inconsistent. Key tasks were buried. Customers felt lost and frustrated — and that friction quietly eroded trust and engagement.
As Senior UX Manager for Account and Walmart+ Membership Member Care and Account Management (MCAM), I led a strategic initiative to transform this neglected utility into a trusted command center for Walmart’s ecosystem.
Previous state
Competitor Benchmarking
We also benchmarked competitors like Amazon, Target, Home Depot, and Lowe’s — combining Amazon’s speed and utility with Target’s loyalty depth, while differentiating with Walmart’s omnichannel power and membership ecosystem.
Settings Page
We split everyday account tasks from settings. The account home became mission control for orders, membership and rewards, while settings got its own clear, organized space for profile, payments, addresses and preferences, so nothing important stays buried.
Purchase History Enhancements
Orders are why most customers open their account, but past purchases were hard to find and harder to act on. We redesigned purchase history with clearer order cards, visual status tracking and quicker paths to reorder, return or get help. Clicks on “View all orders” rose 87%.
Tempo Framework
To keep the account experience consistent as it grew, we built it on Tempo modules: standardized, reusable patterns for every section. The team could reorder, update and test sections without heavy engineering, so improvements shipped faster and stayed on-brand.
Leading with a Lean, High-Impact Team
The Account experience at Walmart was driven by a small, focused design team. My role was to set direction, align stakeholders, and enable fast, collaborative execution across the product.
Lean Team, High Impact
A focused team of one full-time designer, one part-time contributor, and myself leading UX strategy for Walmart Account. The lean structure enabled tight collaboration and fast decision-making.
Strategic Design Leadership
Set product vision, aligned cross-functional stakeholders, and guided design quality through reviews, system decisions, and hands-on collaboration with the team.
Rapid, Ownership-Driven Execution
A small, empowered team created a culture of shared ownership that enabled rapid iteration and meaningful improvements to one of Walmart’s most critical customer surfaces.
The numbers speak
94%
Order Card clicks
3x
Walmart Cash clicks
The Impact
Transforming complexity into clarity. And a neglected corner of the product into a foundation for trust.
What was once dismissed as a “junk drawer” is now one of Walmart’s most strategic digital surfaces — a trusted hub that builds loyalty, drives engagement, and strengthens the customer relationship at scale.
