Internal Tooling
My role: Product Designer on Trust & Safety Tooling team / Timeframe: 2 months
The team: 1 Product Designer, 1 Engineer, 1 PM, 1 Data Scientist, 1 Content Designer
Problem
In 2021, Instacart’s Trust & Safety team needed to build out an internal dashboard that could support multiple agent workflows. These internal tools would be used to investigate and resolve issues including fraud, account security, and more.
The existing Zendesk workflows were inefficient, slow, and required agents to open multiple tabs and windows in their browser, and run several queries and searches.
Solution
I designed an internal tooling dashboard with new workflows that successfully increased agent efficiency and impacted the business substantially. The solutions save the business time and money by reducing the time it takes for agents to resolve each issue, and allowing agents to correct charges.
We strategized and built 2 new end-to-end experiences for agents:
Account takeover workflow: If a shopper’s account is compromised, enable an agent to efficiently review what happened and give access back.
Discrepancies workflow: If there are item or quantity discrepancies between what the customer paid and what Instacart paid at the store, enable an agent to correct it.
User: Trust & Safety agents
Environment: Web tooling
Account takeover workflow
Key information
High-level summary view of shopper history
Clear timeline to review events such as: password changed, unknown device login, phone number changed, etc.
History of messages between shopper and agent
Key agent actions
Select category reason
Approve or deny appeal and move to the next ticket
Send a response and move to the next ticket
Reassign ticket and close it without any action
Close ticket (because it’s not an account takeover)
Process
Research
We lacked deep understanding in what agents need, want and expect from the tool. I worked with my PM to create a document to capture information that would inform our product solution. What are agent’s current frustrations? What are their pain points? What do they want and need?
Key takeaways
After conducting interviews with several agents and synthesizing the learnings, we found that it was difficult for agents to…
See information in one clean view. They have to open multiple tabs and it’s cumbersome
Make decisions quickly
Journey map
I mapped out the high level flow to align with the team on the overall agent experience and discuss gaps and opportunities for improvements.
Wireframes
I created wireframes to put the building blocks in place for the flow and the layout and information hierarchy.
Visual design
This project required translating complex information into easily digestible designs. For example, I designed a timeline to visualize what, when and how different events happen, as shown below.
2. Discrepancies workflow
Enables agents to use the Risk Issues tool to easily:
1) Review discrepancies between what the customer paid and what Instacart paid at the store, referencing a receipt image
2) Label the cause of the discrepancy, whether it was a different item or quantity
3) Take action to reconcile spread by charging the customer, reporting to retailer, or suspending shopper if fraudulent
Results
Both the Account Takeover Workflow and the Discrepancies Workflow resulted in:
Substantial cost savings in discrepancies due to wrong item and wrong quantity issues
Significant decrease in agent review times
Process
This project entailed a thorough and thoughtful process and required the following key skillsets:
Influenced the product direction: I worked with leadership to define roadmap, vision and north star for internal tooling, leveraging research and data along the way.
Design execution: I owned the entire design process, from sketches to wireframes to final visual specs and implementation. This project also required research and competitive analysis.
Understanding impact: I worked closely with XFN partners to accomplish a positive outcome and we weighed many tradeoffs and technical constraints throughout the project.
Full case study available upon request.