Amazon CRISP – AI-Powered Contract Review Tool

Wall Street Journal article


Overview

CRISP (Contract Review and Insight Summary Portal) is a Generative AI-powered tool that automates tax contract review and summarization for Amazon. It improves efficiency, reduces cognitive load, and ensures compliance with Amazon’s Spending & Transaction Policy.

Key Achievements:

  • 80% faster review time

  • 91.3% accuracy

  • 88% reduction in cognitive load



The Problem

Amazon’s Tax Contracts team manually reviewed 18,000+ contracts annually, spending 9,000 hours each year. This process was:

  • Time-consuming (25 mins per contract)

  • Error-prone

  • At risk of breaching the 5–10 day SLA

  • Unscalable with 10–15% annual growth in contract volume



Project Goals

  • Cut review time by 50%

  • Maintain ≥85% accuracy

  • Reduce cognitive load by 75%

  • Standardize contract summaries for faster approvals



My Role

I led the UX design and product vision for CRISP, focusing on:

  • Discovery & Research: Conducted interviews to build personas, map the current journey, and identify pain points.

  • Product Vision: Defined the end-to-end experience strategy, aligning stakeholders on AI with human oversight.

  • Experience Design: Created user flows with trust-building patterns like citations.

  • Prototyping & Testing: Built interactive prototypes, ran usability tests, and iterated to ensure usability and trust.

Design Process


User Research

Conducted 5 user interviews to understand the current user journey and pain points.

Personas

I synthesized the findings into 2 personas representing our primary user types.

 
 

Current user journey

I created a current-state journey map to visualize how users complete tasks today and where the pain points occur

 

User journey before and after Crisp

After mapping the current journey and identifying pain points, I proposed the future-state journey to show how the new experience would solve user challenges.

 

Design iterations

Once I aligned on the future-state user journey with stakeholders, I moved into design exploration and iteration.

 

Usability Testing and Launch

Before finalizing the design, I conducted 6 usability testing sessions with end users to validate the experience.

CRISP launched successfully to the Tax Contracts team and quickly received positive feedback:
“CRISP's accurate contract review and summarization resolves the Tax Contracts Team's challenge of reviewing and summarizing a growing volume of complex contracts while adhering to Amazon's S&TP. We expect the number of contracts requiring review and summarization to increase by 10% per year. With CRISP, the Team can not only keep up with the volume but also reduce manual hours. This is a huge win for the team.” says Amanda, Senior Manager of Tax at Amazon.