Experience strategies that solve complex human problems and achieve business goals.

I help companies to..

Know the present

Collect and Analyze User and Product Data

Imagine the possible

Visualize & Validate Ideas & Concepts

Define the future

Prioritize & Implement Experiences

Select work @ FedEx Services

My professional work is under NDA. Please reach out to know more at abhivnair91@gmail.com

End-to-end Service design | Journey Management

Challenge: Limited digital problem resolution options on Fedex.com led customers to default to call for support, adding cost to company while delivering a poor customer experience.

Solution: A scalable multi-channel digital problem resolution experience and journey management framework

Self-service Support Experience

Concept Validation | UX research & design

Emissions Tracking & Reporting Tool

Challenge: Customers sought to reduce their carbon footprint, but obtaining emissions data from FedEx was time-consuming and manual.

Solution: Developed an application that automated emissions tracking and analysis, enabling customers to make informed decisions for sustainable shipping and explore other eco-friendly options.

Strategic Design | Mixed Methods Research

Rationalizing Pickup & Delivery Exp.

Challenge: Customers across FedEx Express & FedEx Ground experienced separate and inconsistent pickup and delivery experiences.

Solution: Rationalized and redesigned the pickup and delivery experience with strategic insights, recommendations, features and implementation roadmaps.

Mixed Methods Research | Features Validation & Prioritization

Simplifying E-com Returns Shipping

Challenge: FedEx Business customers and end-consumers experience difficult returns process for their e-com shipments leading low adoption and market share

Solution: A simplified portfolio of returns offerings customized for each customer segment, new returns shipping features and value propositions, along with customized playbook for sales teams to approach their customers.

Strategic Foresight & Design | Trend Analysis

Creating a Resilient E-Com Strategy

Challenge: FedEx E-Commerce Shipping team wanted to create a 5 year strategy to leverage potential opportunities and prepare for possible futures

Solution: A comprehensive resilient 5-year strategy that identified 6 opportunity areas, key need drivers, and strategic moves for FedEx to leverage.

Thoughts & ideas

Strategic Thinking vs Strategic Planning

I have often seen people use the terms “Strategic thinking” and “Strategic planning” interchangeably. Even though both are essential elements for developing and implementing strategic foresight, they are not the same. Strategic thinking is a day-to-day mindset which tells us more about what and why, while strategic planning is more of an activity that defines how and when.