UX Design Internship at Amazon. I worked on improving the self-service help experience for employees going through internal transfers, with a focus on making the right information easier to find at the right time.
Company
Amazon
Role
UX Designer
Type
Mobile Design
Duration
May 2025 – Aug 2025
Amazon has an internal transfer process that lets employees move between buildings and roles. It sounds straightforward, but in practice employees ran into a lot of friction. Questions about their application status, what happens if an offer gets declined, how to request accommodations, what to do on day one — none of it was easy to find.
My project was the Self Help Hub, a mobile-first experience built to put the right answers in front of employees at the right moment. The broader goal was to reduce how often people had to reach out to HR for things they should be able to figure out on their own.
The help experience for employees going through a transfer was scattered. Important information about application status, reapplication, accommodations, and scheduling lived across different tools with no clear path to find any of it. People were left guessing, and HR teams were picking up the slack.
Unanswered Questions
Employees had real, urgent questions about their transfers and no reliable place to get answers within the workflow itself.
Context Loss
Help content existed somewhere, but it wasn't connected to the moments when people actually needed it.
Support Burden
HR teams were fielding the same questions over and over, questions that a better self-serve experience could have handled.
Before jumping into solutions, I went through the existing experience and evaluated it against Nielsen's usability heuristics. It helped me put names to problems that employees were feeling but couldn't always articulate.
Employees had no clear way to know where their transfer stood at any given point
The language used in the tool didn't match how employees actually talked about transfers
Once a request was submitted, there was no way to go back or make changes
Help looked and worked differently depending on which tool you were in
I looked at how other tools handled self-service help, both internally and externally. The goal wasn't to copy anything but to understand what was actually working and why.
Internal Tool A
Contextual help reduced support tickets noticeably when placed at the right moment in the flow
Embed help at the point of need
Internal Tool B
Leading with search instead of categories made it faster for people to find what they needed
Prioritize search over browse
External Benchmark
Showing a little at a time kept people engaged rather than overwhelming them upfront
Layer information by complexity
We needed to hear directly from employees who had been through the transfer process. Writing the survey wasn't just about listing questions. Every question had to earn its spot.
Start with Criticality
We looked at what was actually costing employees the most. Questions were shaped around the pain points that showed up most often in prior research and had the biggest impact on whether someone completed a transfer.
Map to Journey Stages
Every question was tied to a specific moment in the transfer process. We wanted to understand what was breaking down at application, at the decision point, and during onboarding rather than treating it as one big experience.
Balance Question Types
We mixed in screening questions, rating scales, satisfaction scores, open-ended prompts, and an NPS question. The goal was to get both numbers we could measure and real words from real people.
Cross-Functional Input
Before finalizing anything, we ran the questions by HR stakeholders and site teams. They helped us catch gaps and made sure we were asking about things that actually mattered on the ground.
Through the research, certain themes kept coming up. These were the areas where employees were most confused and most likely to reach out for help.
Application Status & Expiry
Reapplication Eligibility
Accommodation & Special Needs
Day 1 Onboarding Guidance
Shift Scheduling & Sign-Up
Offer Decline Reasoning
Once the research was in, the work was figuring out what it was actually telling us. I used three approaches to turn raw findings into something I could design from.
Thematic Analysis
I coded survey responses and notes to find what kept coming up. Patterns across different people and different stages pointed to where the real problems were.
Quantitative Analysis
Satisfaction scores, NPS ratings, and response distributions gave me a baseline to measure against and helped prioritize which problems to tackle first.
Journey Mapping
I mapped pain points to specific stages in the transfer process so the design could address problems where they actually happened, not just in general.
The Self Help Hub is a mobile-first experience built around one idea: stop making employees go looking for help and start putting it where they already are. The design surfaces relevant answers based on where someone is in their transfer, so the right information shows up at the right time.
Key Features
Search-First Discovery
A prominent search bar with predictive suggestions so employees can get to an answer without having to dig through menus or guess where things live.
Solves: Unanswered QuestionsContextual Help Modules
Help cards that show up at the moments employees actually need them, tied to where they are in the transfer process rather than sitting in a separate help section.
Solves: Context LossSmart FAQ Surfaces
FAQ content that shifts based on the employee's current transfer stage so the most relevant questions are always front and center.
Solves: Support BurdenStatus Timeline
A visual tracker that shows where someone is in the transfer process and surfaces the right guidance for that specific stage.
Solves: Visibility of System StatusResearch to Design
Research Finding
Employees couldn't find answers to the questions that mattered most during a transfer
Design Decision
I led with search and added predictive suggestions so people could get to an answer in seconds without having to know where to look.
Research Finding
Help content existed but wasn't connected to where people actually needed it
Design Decision
I designed contextual help modules that live inside the transfer workflow itself, showing up at the moments when confusion was most likely.
Research Finding
Employees had no clear sense of where their transfer stood
Design Decision
I added a visual status timeline that shows current progress and surfaces stage-specific guidance so people always know what's happening and what comes next.
Research Finding
HR teams were answering the same questions repeatedly
Design Decision
I built FAQ surfaces that adapt to the employee's current stage, getting ahead of common questions before they turn into support tickets.
The work moved the needle in the right direction across the areas that mattered most to both employees and the teams supporting them.
~30% drop
Help Discovery Friction
2x faster
Self-Service Accessibility
+40% lift
Contextual Help Engagement
~25% fewer
Support Ticket Volume
“Putting help where people already are, rather than making them go find it, was the core shift. That one change is what moved the experience from reactive to something that actually worked for people.”
Design Outcome
Shipping the design is the beginning, not the end. The experience needs to be watched, tested, and improved as real employees use it.
Ongoing Monitoring
Set up lightweight tracking to watch how employees move through the hub over time. The goal is to catch where people drop off or get stuck before those patterns become entrenched problems.
Continuous Usability Testing
Run regular testing cycles with employees at different stages of the transfer process. One round of testing isn't enough — the experience needs to be validated as the product evolves and new edge cases surface.
User Flow Refinement
The current flows are grounded in research, but there's more to learn. Prioritizing improvements to the core transfer journey, especially the moments around application status and offer decisions, where confusion was highest.
Information Discovery Improvements
Search and contextual help are a strong start, but the way information is organized and surfaced can go further. The next focus is making sure employees can find what they need without already knowing what to search for.
Feedback Loops
Build in a way for employees to flag when an answer didn't help or when something was missing. That signal is some of the most valuable data for knowing where to improve next.
Specific screens, flows, and deliverables from this project are covered under my confidentiality agreement with Amazon and can't be shared publicly. Happy to walk through the full process in a conversation.
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