Hi, I’m Rachel

I’ve spent the last 4 years at Amazon on the Last Mile team, where I’ve been obsessed with the delivery driver experience. Based in Austin, my work centers on the "Under the Roof" segments of the driver app Flex, solving high-stakes workflows like station arrival, pickup, and returns. My work is about more than just logistics; it’s about translating complex, physical-world operations into seamless digital tools that empower users to succeed in high-pressure environments.

Previously at Microsoft & USAA

Recent work

  • Amazon Shipping App

    January 2025, I led the design for the Amazon Shipping app, a mobile command center that allows 1.6 million third-party sellers to manage pickups and track orders across multiple warehouses.

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  • Return nearby

    In 2026 I led the UX for a high-impact initiative that resolved a top driver pain point by allowing the 1 million+ Flex partners to return undelivered packages to a nearby Whole Foods.

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  • Amazon Now - UTR

    In 2025-2026, I led the "Under the Roof" driver experience for the global launch of Amazon Now, a 30-minute delivery service now scaling across the US, UK, Japan, UAE, and India.

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Current process (ever evolving)

AI is reshaping how we design and how I work. It expands the range and speed of my process. I use it to synthesize, explore, and iterate, while staying close to the work as the decision-maker, ensuring everything aligns to real user needs and product strategy. It’s not about replacing design, it’s about amplifying it.

  • I combine research, data, and observation to define the problem and identify the highest-impact opportunities. AI helps synthesize insights and surface patterns quickly.

  • I push toward a clear North Star, rapidly exploring concepts, flows, and storyboards. AI accelerates breadth and depth, helping uncover stronger solutions faster.

  • I work closely with product and engineering to align on a direction that balances user value, business goals, and feasibility, testing early concepts with users to reduce risk.

  • I move from wireframes to high-fidelity designs through rapid iteration, continuously incorporating feedback from users, product, and engineering.

  • I partner with engineering through implementation to ensure quality, resolve edge cases, and maintain design integrity.

  • Post-launch, I analyze performance and user behavior, feeding insights back into the product to continuously improve the experience.

Other work