Customer Support Initiative Roadmap
Customer support operations were fragmented across workflows, tools, and teams—leading to inconsistent resolution, operational inefficiencies, and poor customer experience. This project focused on defining a structured roadmap to align support as a scalable, high-impact service.
Customer Support Workflows Workshops
Facilitated cross-functional workshops to deconstruct how support operates across user journeys. Transformed fragmented, tribal knowledge into a structured system of root causes, decision logic, and resolution flows, revealing gaps between product experience and operational reality.
Contextual Complaints Journey
Complaints are often treated as isolated incidents—but in reality, they unfold as multi-stage journeys shaped by interactions, systems, and emotions. This project reframed complaints as a service journey, uncovering systemic breakdowns and transforming a fragmented, ticket-based model into a contextual, SLA-driven system—reducing resolution time and improving efficiency, clarity, and overall experience.
Agent-side Support System
Support operations relied on fragmented systems and manual processes, causing delays and operational strain. This project introduced a structured, context-driven agent experience, improving resolution speed, significantly improving agent efficiency, enabling more scalable support operations, and service reliability
Mobile Support System
Designed a mobile-first support system as part of a broader service transformation, enabling customers and couriers to access contextual, guided support directly within the app. The solution improved discoverability, reduced friction, and established support as a core product capability rather than a reactive function.
