Chad is a product design lead at Amazon, shaping human-centered experiences at scale.
Customer-Obsessed Design • B2B & Consumer Experiences • 0→1 Product Building • Workshop Facilitation • Enterprise Platforms • AI First • Agentic experiences
This is a glimpse into my work, I dive into full case studies during interviews.
Empowering the technician
I led the design and launch of Amazon’s Technician App (part of the Restock program), a 0→1 initiative that transformed manual inventory replenishment into a scalable, tech-enabled service. Operating in an inventory replenishment market worth over $63B, I partnered with Product Management, Development, Lead Engineering, Operations, field technicians, and Marketing to shape the vision, align stakeholders, and deliver the foundation that now powers Amazon’s approach to inventory services.
Outcomes
"I get through buildings faster and spend less time on repetitive tasks—what used to take hours now takes minutes."
1 Hr
Reduction in time
per building
74%
Reduction in total labor/technician time
95%
Reduction in
total actions
$56M+
Yearly savings
Presented to Amazon executive leadership, including CEO Andy Jassy and Senior VP Doug Herrington, and received strong engagement and support.
Shaping the Future of Customer Control
I led the design and co-creation of Amazon’s Customer Managed Inventory (CMI), a 0→1 initiative born from a three-day design sprint I initiated to differentiate our services and deliver more value to customers. I shaped the vision and early design direction for CMI, which became the foundation of the product, before partnering with UXR to validate it across 27 in-depth customer interviews. The research confirmed strong product–market fit, with customers praising how the tool freed them from hours of manual tasks and gave them greater control and transparency over spend
Outcomes
"Now I can focus on teaching the kids, without having to worry about behind-the-scenes nonsense."
32%
Fewer stockouts
2-3 hrs
Saved by facility managers
86%
Reduction in errors
$4.2M
Projected yearly savings
Insights That Drive Smarter Decisions
I led the design of Amazon Business Service Analytics, the first customer-facing experience to deliver real-time metrics and AI-powered insights for service customers. For the first time, organizations could track performance across their service footprint, with AI recommendations to swap underperforming products for higher-value alternatives. National and regional procurement managers gained the ability to optimize spend by lowering inventory levels through usage metrics and forecasting. Service Analytics gives customers both a high-level overview and the power to drill into specific rooms, vending machines, and products—transforming how services are monitored, managed, and improved.
Outcomes
"With analytics, I finally know where our spend is going and why. The AI insights guide me toward better choices, letting me plan ahead and keep spending under control."
75%
Customer adoption
100%
Increase in Reporting Engagement
3+
Core Metrics
Delivered at Launch
100%
Reduction in
Manual Reporting
Defining the Vision for Amazon’s B2B App Center
I led the design and launch of Amazon Business’s App Center, a first-of-its-kind marketplace for integrating third-party applications directly into Amazon Business. This initiative transformed fragmented, partner-by-partner integrations into a scalable ecosystem where customers can discover, enable, and manage apps seamlessly.
Operating in an enterprise app marketplace market valued at billions, I partnered with Product, Engineering, Business Development, and UX Research to define the vision, validate customer needs, and build the foundation for Amazon’s long-term app integration strategy.
Outcomes
"The App Center made it easy to connect the tools we already use with Amazon Business—it saves us time and makes procurement feel effortless."
157K+
API integrations enabled
15%
Increase in
new-customer integrations
9%
Customer retention
$170M+
revenue uplift
Self-Service
e-Invoice Customization
I led the design of Amazon’s first self-service e-invoice customization tool, the first of its kind in the B2B invoicing space. Working closely with product, engineering, tax, and integration teams, I transformed a manual and error-prone process into a scalable, customer-controlled experience that cut onboarding time and actions by more than 90 percent. The project set a new standard in the industry and resulted in a patent for my design.
Outcomes
"This is ahead of your competitors, I can say that."
50%
Reduction of
integration time
50%
of new customers onboarded via self-service tool
780+
global (EU & JP)
customers supported
Patent
Received
Reinventing Remodeling
I partnered with Bamboo, a seed-stage startup, to lead the design of a platform aimed at fixing what’s broken in home remodeling. Through research with customers, contractors, and designers, I uncovered recurring pain points—lack of trust, hidden costs, poor communication, and safety concerns. I collaborated with the team to design a new process that gave customers visibility and control, using 3D walkthroughs, transparent pricing, progress tracking, and safety features like smart locks and cameras. The result was a remodeling experience that felt safer, clearer, and far less painful.
Outcomes
34%
Increase in customer satisfaction within 6 months
55%
Reduction in customer
service contacts
75%
Increase in
customer sign-ups
Product Market Fit
2X increase in monthly active users
and projects started
Let’s build something great!
Chad Rupp | Product Design Lead