Project
Problem
How might we create a self-service knowledge base to reduce stakeholder onboarding time and improve team efficiency?
Outcome
Developed 2 digital knowledge platforms - a team-specific hub and an organization-wide platform for Amazon Robotics UX, enabling self-service access to foundational UX resources.
Company
Amazon
Team
UX Engineer
Role
UX Research
UX Writing
UX Design
Tools
Figma
HTML/ CSS
Design Brief
004
Defining product requirements
Early product requirements
UX definition
Product development cycle
Deliverables
Design system
FAQs
Point of contact for ongoing UX projects
Office hours
Constraints
User Research
005
Stakeholder mapping & interviews
Impact
Identified stakeholders and their needs
Translated data into user stories
Created a stakeholder map
stakeholder map
Data Analysis
006
User story map & impact
user story map
Research Analysis
007
Creating feature list
User stories were mapped to propose a feature list including, textual content, documents, and interactive components, to be added to the tool.
This information architecture was peer-reviewed across the UX teams to ensure all the knowledge gaps are filled and accurate content is added to each page.
800+
Old Pages
I worked with my manager to collect the site analytics and divide the pages to be reviewed. After a lot of discussions, we were able to cut down around 250 pages, based on incorrect links, irrelevant data, and outdated CMS pages.
80
Hours
Given the tight deadline, we used Airtable as a software management system to add all the existing pages in its correct position in the hierarchy.
Content Creation - I
008
UX writing
To ensure clarity, simplicity, and consistency across all communication on the website. The writing should help stakeholders quickly comprehend without technical jargon or confusion.
01
Understanding audience
Using a simple, conversational tone to address both beginner and intermediate levels of UX knowledge.
02
Structuring content
Structure focused on visual hierarchy including, bullet points, action-oriented headings, callouts, and graphics to explain complex concepts easily.
03
Quality check
Peer review with UX teams and content testing with target users.
Scope change
009
Oh wait, the scope changed!
Midway through development, leadership expanded the project scope from a team-specific tool to an organization-wide platform for Amazon Robotics UX.
Trade-off between time and effort
Since this was a low-impact project on organizational productivity, conducting extensive new research would have consumed disproportionate resources.
Solution
Nina conducted an internal team members’ interviews. By leveraging existing research and validating through targeted interviews, Nina maintained efficiency while ensuring core user needs were met.
Outcome
Vertical teams produced similar deliverables but in an inconsistent format causing confusion among external audiences. Hence, some new features were added: Research templates and success story templates.
Content Creation - II
Creating research templates
Created standardized FigJam templates for key UX deliverables including:
Customer journey map
Customer experience outcome
Touchpoint design
Risk register
User stories
Major challenges
Scalability: The templates must be able to scale across multiple teams and projects without becoming outdated or irrelevant.
Standardization vs Flexibility: Too much standardization (for consistency across teams) can make the templates rigid, limiting creative research approaches, while too much flexibility (to adapt to unique projects) can lead to inconsistency and confusion.
Organizational Buy-In: Getting stakeholders to see the value of the templates and adopt them without resistance.
Template understanding: Maintaining a clear write-up on the use case and how to edit these.
Development
011
Design & develop
I developed the tool with HTML, CSS, and some legacy code syntax. HTML to structure the content and CSS to implement responsive design across devices, creating reusable components.
Impact
Responsive design across all devices
Reusable component library for future updates
Efficient integration with existing systems
Next step
012
Evaluation & hand-off
Once the tool was launched, usability testing was conducted to evaluate its performance. Research templates were sent out, allowing them to analyze the site's usability and scalability while providing insights to further refine and polish the design.
I wrote a hand-off document on how to update content in the tool for future owners.
Learnings
Scope Management
I learned to adapt quickly when project scope changed, making strategic decisions to balance quality with timely delivery.
Stakeholder Communication
Leading meetings with leadership and cross-functional teams, I learned to present ideas confidently and negotiate project direction while maintaining a user-centered focus.
Decision Making
Making critical trade-offs taught me that sometimes "good enough" aligned with business needs is better than pursuing perfection.