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.
Process & Solution
I facilitated an experience vision workshop focused on improving Levi’s digital commerce experience. The process began with stakeholder interviews and user journey mapping to identify conversion gaps and opportunities for optimization. These insights informed collaborative ideation sessions where teams aligned on a unified experience vision that balanced creativity with measurable business goals.
To translate that vision into tangible improvements, I led a design sprint with service leaders and frontline agents to map workflows and prototype automation opportunities. We developed two key concepts: an Email Triage System that categorized and routed messages by priority, and a Customer 360 Dashboard that gave agents a complete view of customer history. Together, these prototypes demonstrated how thoughtful automation could enhance both agent efficiency and customer satisfaction.
Impact
Facilitated global workshop aligning cross-functional teams on digital vision.
Delivered actionable prototypes that informed e-commerce strategy.
Improved collaboration between design, tech, and business stakeholders.
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.
