Wish Boomerang
An internal tool for support agents and e-commerce merchants to prioritize and resolve customer request tickets. Built completely from the ground up, the platform facilitated complex processes at a global scale increasing productivity while balancing quality customer interactions to increase retention.
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9 Month Project
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Lead Designer
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Engineers (4) / PM / Internal CS / QA
Process
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How might we build an internal decentralized customer support platform to increase agent productivity and customer satisfaction at the same time?
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A completely new omnichannel platform that can service every customer support ticket and team within Wish.
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Increase first contact resolution to 80-85% and decrease total time to resolution by 10%.
The project kicked-off with a collaborative product requirement document to align on business problems, key objectives, success metrics, and user stories.
A design timeline was created to address our first MVP iteration accounting for major milestones and multiple reviews.
Early design steps included auditing the existing customer support tool to understand pain points and areas of friction in the user flow.
Working with engineering, project management, and the customer support team we diagrammed the entire system to understand end-to-end flows with state changes.
Additional UX flows were created to map out key persona flows and permissions within the platform.
Throughout the process user interview sessions with agents were conducted to get qualitative feedback on designs.
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