My Arrow
A Personalized Experience for Power Users
Arrow Electronics wanted to create a more powerful and personalized experience for its highest-value customers. This led to the development of My Arrow, an integrated platform within Arrow.com designed specifically around the complex workflows of B2B power users.
My Arrow enables customers to efficiently manage projects, organize materials, track orders, and customize their purchasing experience—all within a centralized workspace.
The goal was to simplify complex B2B workflows while giving power users greater visibility and control over the information and tools they rely on every day.
*** Confidentiality Notice ***
To protect confidential and proprietary information, certain details have been omitted or modified. The designs shown in this case study are reinterpretations of the original work and are intended to demonstrate my design process, thinking, and contributions.
My Role
As the UX Designer for the Forecasts experience, I led the end-to-end UX process from discovery and concept development through prototyping, validation, and stakeholder presentations.
I collaborated closely with the Product Owner, Business Development, Data Architecture, and Front-End and Back-End Engineering teams to translate complex business and technical requirements into a simple, intuitive experience for Arrow’s power users.
I owned the key UX deliverables, facilitated design discussions, and presented solutions to stakeholders throughout the project.
The Challenge
Stakeholders challenged the product team with two clear business goals:
Increase transaction speed by 25% and sales by 15%.
Using the Double Diamond framework, I started with discovery rather than jumping directly into solutions. The goal was to understand what was slowing customers down and identify opportunities to make forecasting and order management faster and more actionable.
User Research
I interviewed customer service teams and buyers to understand how they managed projects, materials, forecasts, and orders.
Several recurring pain points emerged:
• Limited order visibility — Users struggled to quickly understand the status of materials they had ordered.
• Project risk wasn't obvious — There was no simple way to identify projects that were delayed or at risk.
• Limited shipment visibility — Users needed better visibility into incoming parts, quantities, sources, and delivery status.
• Account switching created friction — Managing projects across multiple bill-to accounts required unnecessary navigation.
• No project snapshot — Users wanted an at-a-glance summary of project health and status.
• Lead times were difficult to track — Buyers needed lead-time visibility to make better purchasing and inventory decisions.
• Getting help took too long — Users wanted a faster way to connect with their sales representative or customer service team.
Design Challenges
The research also uncovered several UX and technical challenges:
• Presenting large amounts of complex data within limited screen real estate.
• Making information easy to scan, filter, sort, and prioritize.
• Allowing users to manage Forecast data across multiple bill-to accounts.
• Connecting users with sales representatives without disrupting their workflow.
• Working within existing Angular components, legacy architecture, and design-system constraints.
The Approach
Before designing solutions, I quickly built a deeper understanding of the platform, business rules, data architecture, and technical constraints.
I partnered with Business Development and the Product Owner to understand customer workflows and business requirements, while working closely with Front-End, Back-End, and Data Architecture teams to understand what was technically feasible.
With those constraints established, I worked directly with buyers to determine the information hierarchy, content, and actions that mattered most.
This allowed me to move from a broad business request to a focused design question:
How might we turn complex forecasting data into an experience that helps buyers quickly understand project health, identify risks, and take action?
Survey & Card Sorting
With limited screen real estate and a large amount of complex data, we needed to determine which information mattered most to buyers and customer service teams.
I conducted a survey and card-sorting exercise to understand how users prioritized information and identify what they needed to make faster purchasing and forecasting decisions.
Based on the research, we narrowed the experience down to 10 critical data points:
Customer Part Number
Manufacturer Part Number & Name
Available Inventory
Quantity Multiple
Item Status — Active / Inactive
Lead Time
Next Delivery Quantity
First Shortage Date
Weekly Forecast Status
Account Summary
These findings helped establish the information hierarchy and gave us a research-backed foundation for simplifying a highly data-intensive experience.
Rethinking the User Journey
Before redesigning the Forecasts interface, I wanted to address a more fundamental problem: the user journey itself.
Through brainstorming and whiteboarding sessions with the Product Manager, we mapped the existing workflow and identified unnecessary steps and navigation friction.
Rather than simply improving the interface, we decided to simplify the journey first.
The Old Flow
The existing experience required users to navigate through multiple hidden steps before reaching the Forecast information they needed.
The problem became even more significant for customers managing multiple accounts. There was no consolidated account summary, forcing users to repeatedly navigate through the same workflow just to find the correct account or project.
This created unnecessary cognitive load, increased time-on-task, and made it difficult for users to quickly answer a simple question:
Which projects or accounts need my attention right now?
This insight became a key driver for the redesigned Forecasts experience.
The New Flow
The New Design
Based on our research, card-sorting exercise, and redesigned user flow, I created a Forecasts experience focused on visibility, speed, and actionability.
01 — Forecast & Account Visibility
Users can immediately see their latest Forecast data and quickly switch between forecasts or accounts from a centralized dropdown—eliminating unnecessary navigation.
02 — At-a-Glance Status
I introduced status indicators and color coding to help users quickly scan large amounts of Forecast data, identify potential shortages, and recognize items requiring attention.
03 — Prioritized Information
The redesigned experience surfaces the 10 most important data points identified through our survey and card-sorting research, reducing information overload while keeping critical information accessible.
04 — Faster Customer Support
Users can contact their Sales Representative or Customer Service directly from the Forecast experience, making it easier to resolve questions about orders, inventory, or availability.
05 — Project & Account Summary
I introduced a high-level summary that gives users an immediate snapshot of their projects and accounts before diving into detailed Forecast data.
Together, these improvements transformed Forecasts from a complex, data-heavy tool into a more scannable, actionable, and efficient experience for Arrow’s power users.
The Moment of Truth
After multiple rounds of iteration, testing, and refinement, we shipped the new Forecasts experience to production and introduced it through a soft launch.
Early feedback from our Asia-Pacific users was overwhelmingly positive. Users particularly valued the color-coded status indicators and the ability to see account summaries upfront—eliminating the repetitive steps required in the previous experience.
Most importantly, the results exceeded our original business goals:
40% Faster Transactions
Target: 25% → Result: 40%
20% Increase in Sales
Target: 15% → Result: 20%
By combining user research, workflow optimization, and thoughtful information design, we created an experience that not only improved usability but also delivered measurable business impact..
