Mark Pappalardo

Background

About Mark Pappalardo

I am an accomplished UX Researcher with 8 years of experience in supply chain and e-commerce, and 15 years of prior experience in UX research methods as a UX Architect, UI Designer and SW Engineer. I've produced a body of UX research over the last 8 years at Lowe’s on customer order fulfillment that encompasses the customers’ online, in-store and at-home experiences, the associates’ experiences in stores, distribution centers and delivery terminals, and the products’ journeys through the supply chain. This research has been used to illustrate to business stakeholders, product managers, IT and UX how the customer, associate and product journeys are interconnected in the design of order fulfillment services and that the services need to be designed as one integrated system to provide customers and associates with the best experience. I advocate for UX research & design by teaching products managers, business stakeholders and IT who are unfamiliar with UX about our purpose, processes, roles and how we work with them. I established an internal UX research library in 2013 that provides every Lowe’s associate with access to UX research.