INDUSTRY:
Retail
CLIENT:
Levi's
YEAR:
2019
EXPERIENCE:
UX/Product Design & Strategy
Levis: Email Workflow Automation
Overview.
We partnered with Levi Strauss & Co. to transform their manual customer service workflows into automated, intelligent processes. The project focused on designing an NLP-powered email triage system and a Customer 360 dashboard to give agents better visibility and reduce manual effort.
Challenge & context.
Customer service teams were overwhelmed with manually triaging thousands of incoming emails daily. Emails were routed inconsistently, resolution times were slow, and agents lacked a unified view of customer history. These inefficiencies resulted in high costs and reduced customer satisfaction.
Discovery & research.
Through workshops and journey mapping sessions, we documented the existing email handling process and identified bottlenecks. We ran a design sprint that brought together business stakeholders and Pegasystems delivery leads. Usability testing sessions with real agents and managers confirmed pain points and helped refine priorities.
Design philosophy & approach.
The design was guided by the principle of “do more with less” — automating repetitive tasks while empowering agents with meaningful context. We focused on creating a lean Minimum Lovable Product (MLP) that could be delivered within 30–60 days and iterated upon quickly.
Solution & key deliverables.
We developed two prototypes that became MVPs:
Email Triage System – NLP-powered automation to categorize and route customer emails faster and with greater accuracy
Customer 360 Dashboard – a consolidated view of customer interactions, purchase history, and prior support cases
Results & business outcomes.
The new workflow reduced manual triage time, accelerated resolution, and gave agents greater context for each customer interaction. ROI was realized through faster service times, increased agent productivity, and improved customer satisfaction.
Disclaimer.
All materials are internal planning artifacts and mockups. No taxpayer information or PII is included. Workflows were designed for implementation within the Pegasystems platform.
