INTRODUCING

Problems I've helped solve.

These are the projects I keep coming back to when someone asks what I actually do. Each one started with a messy problem, a cross-functional team, and more questions than answers. Research shaped the direction, collaboration kept it honest, and the work speaks for itself. Most of it lives in retail and ecommerce, all of it was worth doing.

2025 · AMERICAN EAGLE OUTFITTERS

Store Purchase History

Extended the order history framework to surface in-store purchases digitally, mapping complex transaction edge cases to create a unified view across online and physical retail.

UX StrategyOmnichannelAccount Experience
UnifiedOnline and in-store history
Phone mockup
2025 · AMERICAN EAGLE OUTFITTERS

Incentivized Product Reviews

Introduced loyalty points as a review incentive, facilitated cross-functional alignment using MoSCoW prioritization, and launched a controlled v1 that tripled daily review volume.

UX StrategyLoyalty
300%Increase in daily reviews
Phone mockup
2024 · AMERICAN EAGLE OUTFITTERS

Order History Redesign

Reframed a feature request into a foundational redesign. Replaced a spreadsheet-style list with a visual, scannable experience built to scale for 15 million loyalty members.

UX DesignUX ResearchAccount Experience
15MLoyalty members served
Phone mockup
2023 · AMERICAN EAGLE OUTFITTERS

Tap to Apply Instant Store Credit

Redesigned where and when store credit appeared in the shopping journey, turning a forgotten post-return artifact into a checkout moment worth $800K in recovered value.

UX DesignUX ResearchCheckout
+10%Gift Card Redemptions
$800KIn credits redeemed
Phone mockup
Shana Shields
SENIOR PRODUCT DESIGNER (UX & STRATEGY)
© 2026 S. Shields · All rights reserved
Shana Shields
SENIOR PRODUCT DESIGNER (UX & STRATEGY)
© 2026 S. Shields · All rights reserved
Shana Shields
SENIOR PRODUCT DESIGNER (UX & STRATEGY)
© 2026 S. Shields · All rights reserved
Shana Shields
SENIOR PRODUCT DESIGNER (UX & STRATEGY)
© 2026 S. Shields · All rights reserved