Enter the password to view the Sam’s Club work.
I led the end-to-end UX for Audits — the module inside Sam’s Club’s Own Your Inventory app where club managers assign inventory audits and associates complete them, matching on-hand counts to the system to catch shrink before it becomes lost sales. Shipped across 600+ clubs.
02 The challenge
The business goal: prevent incremental lost sales by capturing more shrink — driving higher sales capture and higher shrink accountability across the fleet.
But the audit process meant to catch that shrink lived across paper, spreadsheets, and disconnected tools. Counts didn’t reconcile cleanly against the system, audits were slow, and there was no clean line of accountability between the manager who assigned a count and the associate who performed it.
Managers and associates kept telling me the same thing: they wanted an easier, faster, more reliable way to do audits.
When what’s on hand and what the system believes drift apart, shelves read as stocked when they’re empty — and stock quietly disappears. Caught early, it’s fixable. Caught late, it’s gone.
03 Process · Research
I owned research end to end — club visits and observation, a team workshop to define the real audit types, and stakeholder interviews to learn what devices and systems people actually use on the floor.
Manager — creates & approves
Associate — audits on the floor
04 The solution
I distilled the messy reality into a clear model — a manager creates, an associate audits, a manager approves — then explored entry points and three design approaches before converging.
Assigns an audit — category, scope, and the associate — from the club dashboard.
Counts on-hand, matches to the system item by item, and can pause & resume without losing progress.
Reviews the reconciled result and signs off — closing the loop with clear accountability.
Where should Audits live in the app, and how should the home screen work? I explored several entry points and three distinct approaches, then tested them.
The home screen leads with a truthful answer to “what’s due, in progress, and waiting to approve” — audits surfaced by status, with progress rings so a manager reads the club’s state in a second.
Clickable prototypes for each step — the ones I tested with real associates and club managers.
“They were really happy about the new process and flow to complete audits” — and gave the feedback that sharpened it.
05 Impact
The redesigned Audits flow shipped across the fleet and moved the numbers that mattered to the business.
The whole audit process consolidated into one app — no more paper or scattered tools.
Discrepancies surface during the count, not weeks later — while they’re still fixable.
What the system believes and what’s on the shelf finally line up.
A faster, resumable flow that respects how associates actually work the floor.
06 Reflection & role
I led the UX end to end — club research, working with product managers to clarify the business goals, journey & effect maps, flows and wireframes, UI and interaction, prototyping, and presenting to stakeholders. I partnered with a content designer to keep tone and voice aligned to how associates talk, and helped introduce AI-assisted workflows to streamline the process across 600+ clubs.
Design the floor, not the mockup. The insight that unlocked this was earned standing in a club, watching an associate get pulled away mid-count. “Stop & resume” wasn’t a feature request — it was the reality of the job.
Accountability is a design material. The highest-value part wasn’t a screen — it was making the manager→associate→manager handoff legible, so a count became something the business could trust.
What I owned
Collaborated on
