Carrie Oprea

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Carrie Oprea

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Informed decisions start with deep understanding

Strategy-led research for operational excellence

Clarios • UX research & strategy

This research initiative with Clarios focused on uncovering and addressing key user and stakeholder pain points across three core strategic pillars: product quality, order visibility, and core management. The goal was to align business priorities with user needs through a research-first approach that could fuel future design efforts and innovation.

Research & discovery

Our deep dive included qualitative and comparative methods to surface insights across the supply chain experience. To ground strategy in real-world needs and internal alignment, we used a multi-pronged research approach.

Internal focus groups

Stakeholder interviews

Stakeholder interviews

We facilitated structured conversations with internal employees from operations, quality, logistics, and customer support. These sessions revealed recurring frustrations around disconnected systems, manual processes, and communication breakdowns that were impacting both the customer experience and internal efficiency.

Stakeholder interviews

Stakeholder interviews

Stakeholder interviews

One-on-one interviews with senior leaders and product owners helped clarify business objectives, constraints, and definitions for success for each pillar. These conversations surfaced misalignments between departments and helped build consensus around user-centered opportunities.

In-person workshops

Stakeholder interviews

In-person workshops

Co-creation sessions with employees were held on-site to generate and prioritize ideas. These workshops helped transition stakeholders from identifying problems to imagining possible solutions, while grounding ideas in feasibility.

Competitor analysis

We conducted a comparative audit of competitors and adjacent industries, focusing on how they handle visibility, quality control, and order management. This helped highlight missed opportunities and served as inspiration for innovation.

Persona development

Based on qualitative input, we created personas representing key user groups including operations managers, warehouse coordinators, and customer service reps. These helped the team stay focused on real people behind the data and decisions

Journey mapping

Current-state journey: We mapped existing workflows tied to product quality, order tracking, and core returns. This visualized where breakdowns were occurring such as delays in order visibility and inconsistencies in return handling.

Future-state journey: Using our research findings and workshop input, we created ideal future journeys. These illustrated how improved communication, system integration, and transparency could positively reshape the employee and customer experience.

Strategic roadmap

We synthesized all insights into a roadmap outlining short, mid and long term opportunities. Each initiative was mapped by impact and effort to help prioritize high-value wins while maintaining alignment with business strategies.

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