Digital Delivery Center at Nutrien
Product Designer
January 2020 - Present
Figma
Miro
Maze
Adobe XD
In 2018, the merger of industry giants PotashCorp and Agrium Inc gave rise to Nutrien, now the world's leading provider of crop inputs and services. This marked the beginning of a challenging yet exciting design initiative – the creation of Nutrien Experience. Nutrien Experience aimed to revolutionize the customer experience, providing a comprehensive suite of tools for managing and growing Nutrien-related businesses. This initiative positioned Nutrien Experience as the ultimate one-stop-shop for customers, redefining the standard for customer experience.
My role in this transformative initiative was to design a platform that not only served the business but, more importantly, enriched the customer experience.
As Nutrien took shape following a merger, it found itself in a unique situation — blending two customer bases from each legacy company.Prior to the creation of Nutrien Experience, many of the customer services were traditionally provided through direct contact with representatives.
This presented two main challenges: firstly, how do we transition our customers from a representative-based model to a self-service model with all the tools they need to manage and grow their Nutrien business? Secondly, how can we design these tools into a seamless, unified experience that caters to the diverse needs of Nutrien customers?
I delivered high-fidelity responsive mockups, collaborated with developers, and presented our design vision to stakeholders, emphasizing its strategic value and user-centric principles in alignment with overall business goals.
Today, Nutrien Experience is adopted by 50+ companies across the U.S and Canada, setting a new standard in the global agricultural landscape by providing comprehensive tools to customers and external users within the Nutrien crop services ecosystem.
As a junior designer, I played a pivotal role in shaping the initial features for Nutrien Experience's customer app, collaborating closely with peers. The successful release of the customer app triggered a surge in demand, leading to the introduction of additional features supporting customers and apps to serve diverse external users.
As the project evolved, so did my role. Transitioning into the lead designer for both customers and sales, I gradually became the most seasoned designer on the team. As an original team member, I offered guidance and collaborated with designers from various apps. This involved navigating changes to the design system, sparking a creative evolution to address the diverse needs of users across all apps and cross functional projects.
Our collaborative efforts not only streamlined processes but also infused unity and efficiency into Nutrien's expanding design landscape. Notably, achievements such as consistent customer onboarding, a high adoption rate, and the demand for additional features/apps underscored the collective impact of our team, marking a pivotal chapter in the Nutrien Experience narrative.
A high level visual representation of how Nutrien Experience not only empowered customers by providing a variety of features but improved and streamlined process for all our external users.
If you like what you see and want to work together, get in touch!
