{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"The Experimentation Edge","title":"How UPS's experimentation team generated half a billion from 80+ apps with A/B testing","html":"","width":"100%","height":180,"duration":1390,"description":"This episode of The Experimentation Edge shows how UPS's A/B testing program drove $500M+ in incremental revenue across 80+ customer-facing applications. Dave Massey — head of the J.E.D.I. team (Journey Experience and Design Innovation) — walks through the first test that proved UX could move revenue, how he defended counterintuitive results to skeptical execs, and how a small experimentation team can override opinion with data at enterprise scale.SummaryDave Massey walked into UPS in 2016 and immediately got pulled into a meeting about AB testing tools. By the end of the day, he owned the platform—and the problem: UPS hadn't run a single meaningful experiment. Three years later, senior leadership gave him a hard number to hit. Prove UX could move revenue, or the pilot dies. His first test—removing navigation from the checkout flow—delivered $35 million in incremental revenue. Senior leaders didn't believe it. They made him defend the results upside down and sideways. When the dust settled, the data held. Today, Massey's team has driven over half a billion dollars in incremental revenue by treating UPS.com like the e-commerce business it actually is.Massey's approach is simple: test everything, especially what senior leaders think will work. His team, Journey Experience and Design Innovation (nicknamed J.E.D.I.), has built a reputation for saying no with data, not opinion. When a business unit demanded required recipient emails to capture customer data, J.E.D.I. ran the test in 24 hours and killed it. Conversion tanked. Two years later, the international team asked for the same feature—but framed it as a customs solution. That test passed. Same feature, different reason, different outcome. That's the edge Massey's team delivers: rigorous hypothesis design, a UX research team embedded in the experimentation workflow, and zero tolerance for untested ideas.Timestamps03:09 Dave's first day at UPS: inheriting an AB testing tool with no program  05:59 Senior...","thumbnail_url":"https://img.transistorcdn.com/D9kLs0HSsqR4ttk_5ESEdC1jX-wmD76GK-OHmb3a9B8/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS80YTFk/MGU1MjJlODhlNjJh/MTdlZTZkN2Q1ODY5/OTdjYy5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}