Call center software for eCommerce site
When I joined the team the core objective for the product was phasing out a vendor product, so we were migrating all its functionality into our tool. By Q1 of the next year our site would reach maturity powering post-order calls and enabling our agents to do much more with the service tool. 

Much of my work was kicked off by a survey to over 500 service agents. We asked what they use most, what they like and what needs work. 
A big opportunity area was the customer's account profile, where the agents got all the data on the caller. Certain data pieces were important to bring forward from screen to screen, and there's always interest in shortening the time of calls. 

With efficiency in mind, I explored several microinteractions and layouts. 
The search capabilities enabled by the migration opened the door for new home page layouts. I explored several ways to find customer accounts and orders, as well as ways to highlight site updates and bug fixes.
Using the survey responses as a guide, I conceptualized a way to allow agents to toggle between two views. One with everything they need to service the customer (ie: inventory or vendor data), and the other an exact replica of everything the caller sees. 

This would allow our product team to make autonomous development decisions based on our agents' needs, while still giving them a lens into what the customer sees.
Another opportunity area was multi-session. Chat agents would sometimes service multiple customers at once so I explored a way to present both screens in a way that was obvious and would prevent errors.
To inform the UI flows for issuing returns and replacements I did some deep dives into what goes into powering that service today. While the eventual UX work would not flow the same way, it was important to understand the way agents did this right now.
Working in eCommerce can feel incredibly opportunistic when you can see and experience site issues for yourself. I felt one simple change should be implemented regarding the frequency of promotional emails. 
After an internal hackathon I even got to design a T-shirt for store team members! 

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