Mad Paws
•
End-to-end
Handraulic cancellation process, streamlined, automated, and uplifted 📈
Mad Paws
•
End-to-end
Handraulic cancellation process, streamlined, automated, and uplifted 📈
Mad Paws
•
End-to-end
Handraulic cancellation process, streamlined, automated, and uplifted 📈
OVERVIEW
Sitters and Owners had to use a cumbersome ticket submission process to cancel paid bookings—nobody liked it. Owners faced refund delays, Sitters were overly involved, and CS struggled with an endless ticket backlog.
We stepped in to understand the process and reimagine it using automation and modern UX patterns. The result? A streamlined system that users loved and a huge efficiency boost for CS, allowing them to focus on more critical issues.
reduced resolution time by 50%
saved one full-time salary
increase in support agent job satisfaction
OVERVIEW
Sitters and Owners had to use a cumbersome ticket submission process to cancel paid bookings—nobody liked it. Owners faced refund delays, Sitters were overly involved, and CS struggled with an endless ticket backlog.
We stepped in to understand the process and reimagine it using automation and modern UX patterns. The result? A streamlined system that users loved and a huge efficiency boost for CS, allowing them to focus on more critical issues.
reduced resolution time by 50%
saved one full-time salary
increase in support agent job satisfaction
The old process involved:
Repetitive manual data entry and handling of similar content and requests.
Manual fund reversals with over 20 steps just to cancel a single paid booking.
The old process involved:
Repetitive manual data entry and handling of similar content and requests.
Manual fund reversals with over 20 steps just to cancel a single paid booking.
The old process involved:
Repetitive manual data entry and handling of similar content and requests.
Manual fund reversals with over 20 steps just to cancel a single paid booking.
Automate 🤖
Step One: We mapped the current workflow, identifying redundant steps and inefficiencies. User interviews with CS agents ensured accuracy, and iterative adjustments made the proposed changes practical for the CS team.
This foundational process enabled streamlined cancellation requests. As we defined it, Matt Byers (Product Manager) and Malitta Nanayakkara (Tech Lead) developed data and automation solutions alongside.
Beyond automation for Sitters and Owners, a major win was enhancing tools for CS agents and approvers. I addressed decision variability and formalized approval flows by improving the admin portal, incorporating decision logic and principles like progressive disclosure to make navigation seamless.
Automate 🤖
Step One: We mapped the current workflow, identifying redundant steps and inefficiencies. User interviews with CS agents ensured accuracy, and iterative adjustments made the proposed changes practical for the CS team.
This foundational process enabled streamlined cancellation requests. As we defined it, Matt Byers (Product Manager) and Malitta Nanayakkara (Tech Lead) developed data and automation solutions alongside.
Beyond automation for Sitters and Owners, a major win was enhancing tools for CS agents and approvers. I addressed decision variability and formalized approval flows by improving the admin portal, incorporating decision logic and principles like progressive disclosure to make navigation seamless.
Automate 🤖
Step One: We mapped the current workflow, identifying redundant steps and inefficiencies. User interviews with CS agents ensured accuracy, and iterative adjustments made the proposed changes practical for the CS team.
This foundational process enabled streamlined cancellation requests. As we defined it, Matt Byers (Product Manager) and Malitta Nanayakkara (Tech Lead) developed data and automation solutions alongside.
Beyond automation for Sitters and Owners, a major win was enhancing tools for CS agents and approvers. I addressed decision variability and formalized approval flows by improving the admin portal, incorporating decision logic and principles like progressive disclosure to make navigation seamless.
Moderated Usability testing 🧪
With Continuous Discovery validating the problem space, we had a clear understanding of the challenges. This clarity allowed us to dive straight into designing screens aligned with the new process.
Through this, we refined the workflow by removing unnecessary steps and adding crucial ones. We also explored various cancellation scenarios, stress-testing desired outcomes to ensure they aligned with real-world needs.
Moderated Usability testing 🧪
With Continuous Discovery validating the problem space, we had a clear understanding of the challenges. This clarity allowed us to dive straight into designing screens aligned with the new process.
Through this, we refined the workflow by removing unnecessary steps and adding crucial ones. We also explored various cancellation scenarios, stress-testing desired outcomes to ensure they aligned with real-world needs.
Moderated Usability testing 🧪
With Continuous Discovery validating the problem space, we had a clear understanding of the challenges. This clarity allowed us to dive straight into designing screens aligned with the new process.
Through this, we refined the workflow by removing unnecessary steps and adding crucial ones. We also explored various cancellation scenarios, stress-testing desired outcomes to ensure they aligned with real-world needs.