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
Settings Page
But over time, this critical space 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.
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.
Purchase History Enhancements
Here is a summary…
Tempo Framework
Here is a summary…
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.
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.
