Levi's Design Workshop
Levi’s partnered with us to reimagine their customer service email process, where manual triage and fragmented information were slowing resolution times and driving up costs. In a one-week design sprint, we designed and prototyped an automated email triage system paired with a Customer 360 dashboard to help agents resolve issues faster and with greater context.
Client
Year
2020
Industry
Retail
Role
Experience Design Lead
Challenge
Customer service teams were overwhelmed with manually sorting and routing thousands of daily emails. Emails were handled inconsistently, customers were often transferred multiple times, and agents lacked a unified view of customer history. These inefficiencies resulted in longer resolution times, higher operating costs, and reduced customer satisfaction.
Solution
I facilitated a design sprint bringing together service leaders and frontline agents to map the current workflow and define opportunities for automation. We prototyped two key solutions:
An Email Triage System that automatically categorized and routed incoming emails based on content, urgency, and customer type.
A Customer 360 Dashboard giving agents a consolidated view of past interactions, account details, and resolution history in one place.
These solutions worked together to reduce repetitive manual tasks and give agents the context they needed to resolve issues on the first interaction.
Impact
Reduced manual workload by shifting triage to automation.
Increased potential for first-contact resolution with the Customer 360 view.
Improved customer satisfaction and agent efficiency by eliminating repetitive transfers and guesswork.
Deliverables
Future-state workflow maps highlighting automation opportunities.
High-fidelity prototypes of the Email Triage System and Customer 360 Dashboard.
Workshop outputs including journey mapping, HMW exercises, and prioritized solution sketches.
