Shingo Katsushima

UX Designer who works on systems that translate enterprise complexity into human intuition. Based in Seattle.

Amazon Customer Service 2025

One workflow for
delivery Customer support

Delivery associates worked across six legacy tools to resolve a single issue, I unified them into one guided workflow.

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Amazon Customer Service 2025

AI-driven Resolution Strategy

Conceptualizing an AI-driven resolution for Amazon's contact handling tool for global associates.

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Amazon Customer Service, Team Performance 2025

Goals that connect to the work

Built a new goal setting experience for associate team managers globally, improving how teams earn customer trust.

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Amazon Payment Product 2021

Designing for the drop off

A transparent Amazon gift card placed on a dark blue circular background.

Built a new credit card application experience for Japanese customers, cutting the flow across three websites down to two and improving conversion.

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About

I'm from Japan, now based in Seattle.

I care about how processes work, and I rebuild the ones that don't. When a system breaks, people work around it. I find those workarounds, identify what's actually failing, and design something simpler for both users and the business.

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