After purchasing from Dell Technologies, customers are directed to the after point of sale (APOS) experience, which is essentially a culmination of various portals. Teams at Dell recognized that this is not ideal for customers.

This initiative aims to address the fractures in our APOS customer experience, streamlining and simplifying the experience to make our capabilities more discoverable, intuitive, and delightful to use. This program covers numerous portals and is expected to be an ongoing effort over the next couple of years. While it has many moving parts and involves different teams across the organization, my team was focused on designing the North Star (future) vision of this experience.

I will highlight my design contributions below. Alongside my two co-designers Eric and Simha, we designed how we saw the different portals fitting together in a cohesive experience—identifying gaps, questioning existing decisions, and thinking of ways to innovate (including using AI).