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 complicated ticket system to cancel paid bookings, and nobody liked it. Owners had to wait a long time for refunds, Sitters had to get too involved, and Customer Support was overwhelmed with too many tickets.
We took a closer look at the process and redesigned it using automation and a better, user-friendly design. The result was a simpler system that users liked and a significant improvement in efficiency for Customer Support, allowing them to focus on more important problems.
reduced resolution time by 50%
saved one full-time salary
increase in support agent job satisfaction
OVERVIEW
Sitters and Owners had to use a complicated ticket system to cancel paid bookings, and nobody liked it. Owners had to wait a long time for refunds, Sitters had to get too involved, and Customer Support was overwhelmed with too many tickets.
We took a closer look at the process and redesigned it using automation and a better, user-friendly design. The result was a simpler system that users liked and a significant improvement in efficiency for Customer Support, allowing them to focus on more important problems.
reduced resolution time by 50%
saved one full-time salary
increase in support agent job satisfaction
Dozens of steps, down to a handfull to process start to finish 🏁
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.
Dozens of steps, down to a handfull to process start to finish 🏁
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 🤖
We outlined the current process, identified repeated steps and problems, and proposed a new process. Talking with CS agents made sure we were accurate, and repeated changes made the proposed updates workable for the CS team.
This basic process allowed cancellation requests to be handled more smoothly. While we worked on it, Matt Byers (Product Manager) and Malitta Nanayakkara (Tech Lead) developed data and automation tools simultaneously.
Besides automating tasks for Sitters and Owners, a big success was improving tools for CS agents and approvers. I addressed differences in decision-making and clarified approval steps by upgrading the admin portal, adding smart decision rules, and using features such as step-by-step guidance to make it easier to use.
Automate 🤖
We outlined the current process, identified repeated steps and problems, and proposed a new process. Talking with CS agents made sure we were accurate, and repeated changes made the proposed updates workable for the CS team.
This basic process allowed cancellation requests to be handled more smoothly. While we worked on it, Matt Byers (Product Manager) and Malitta Nanayakkara (Tech Lead) developed data and automation tools simultaneously.
Besides automating tasks for Sitters and Owners, a big success was improving tools for CS agents and approvers. I addressed differences in decision-making and clarified approval steps by upgrading the admin portal, adding smart decision rules, and using features such as step-by-step guidance to make it easier to use.
Moderated Usability testing 🧪
By continuously exploring the problem, we clearly understood the challenges. This made it easy for us to start designing screens that fit the new process.
Using this, we improved the workflow by removing unnecessary steps and adding essential ones. We also looked at various cancellation scenarios, testing the outcomes to ensure they aligned with real-world needs.
Moderated Usability testing 🧪
By continuously exploring the problem, we clearly understood the challenges. This made it easy for us to start designing screens that fit the new process.
Using this, we improved the workflow by removing unnecessary steps and adding essential ones. We also looked at various cancellation scenarios, testing the outcomes to ensure they aligned with real-world needs.