Portfolio

Frito-Lay Digital Transformation

October 2018 - June 2019 | IBM iX Digital Strategist & Product Owner

Frito-Lay was at an important stage in their digital transformation journey. They were developing a single platform to improve the daily experience for thousands of direct store delivery employees, as well as the many self-service customers who use the Snacks-To-You ordering system. The entire end-to-end experience from contract negotiations, to ordering, to merchandising, to reordering was to be handled on a single Salesforce platform. This ambitious transformation had many strategic goals including digitizing manual processes, improving data gathering and operational efficiency, and improving adherence to contracts and national merchandising strategies. Me and my IBM team were tasked with customizing the out of the box Salesforce experience to better align with these goals and the specific needs of Frito-Lay users.

We identified unmet needs and current state pinpoints through ethnographic research and iterative field testing. My role was Product Owner for the 16-person user centered design team that included UX/UI designers, front-end developers, and researchers. In this role I captured insights, prioritized feature sets, and designed the ideal future state experience for key personas. I also acted as the voice of the user in all strategic conversations and ensured the implemented product addressed the unmet needs we identified.

Ultimately, the project transformed the retail execution platform of over 15,000 routes and 500,000 weekly service calls for over 315,000 customers.

Credits

Images Courtesy of the Client