Van Cleef & Arpels / Richemont · Case study
International transfer training
I led in-person research into international inventory transfers, clarified the shipping and internal handoffs, and wrote a training book teams could follow independently. It was adopted by all U.S. and Canadian Van Cleef teams.
The starting point
Confusion was preventing transfers from happening. U.S. stores were reluctant to send across borders, and Canadian teams lacked a consistent process. Escalating questions did not reliably resolve them because the exact workflow was unclear higher up the organization too.
My responsibility
I owned the field research, workflow redesign, direct collaboration with FedEx, mock-transfer testing, training-book creation, and updates during an interface change.
Tools & methods
In-person observation · Interviews · FedEx · Scribe · Workflow mapping
Reported improvements were supported by timed comparisons, audit checks, and team feedback.
Observing the work in the U.S. and Canada
I visited teams in both countries, watched employees complete the task, interviewed them, and took notes on the steps, duration, and bottlenecks. I researched transfers into the U.S. and from the U.S. to other countries, including the Canadian routes.
The research showed that missing instructions and unclear ownership were central problems. Teams needed to know both how to make the shipment and who to notify internally, when, and through which channel.
Establishing a clear workflow with FedEx and internal teams
I worked directly with FedEx to establish the shipping process and with internal stakeholders to define the notification and escalation responsibilities. FedEx allowed me to run multiple mock international sends so I could validate the workflow.
I used Scribe’s AI-assisted capture to record clicks and descriptions. I combined those walkthroughs with the internal handoffs and direct help contacts to create the training book: what to do, where to click, who to contact, and when.
Keeping the book current through a FedEx interface change
When FedEx was testing a new interface, I obtained early access and updated the instructions before it launched. The book was ready at the transition, so teams could follow the current screen flow without a gap in guidance.
Checking whether teams could complete the task independently
I used timed comparisons, audit checks, and team feedback to assess the redesigned process. U.S. stores became comfortable completing international transfers, and Canadian teams reported greater ease and willingness to prioritize them.
The book reduced the need to seek outside help. When an exception did require assistance, the embedded contacts made the path to resolution clearer.
Outcome
Faster transfers and greater team confidence
Task-completion time was nearly halved, with an approximately 20% improvement in accuracy and workflow execution. All U.S. and Canadian teams adopted the book, and employees became more comfortable completing transfers themselves.
Let’s connect
What could work better?
I’m interested in AI innovation and solutions roles where research becomes useful systems.