Context
eBay sought to redesign its contact center application, which enables agents to resolve return and refund cases via phone and email. The platform was critical to customer service operations, serving over 2,000 agents across North America, Europe, APAC, and Australia.
Challenges
- Slow and complex customer identification and resolution process, leading to inefficiencies.
- Lengthy call times and occasional inaccurate decision-making.
- Clunky and unintuitive application interface, impacting agent productivity.
- Steep learning curve, requiring extensive training for new agents on both processes and UI.
My Role
As Experience Design Director, I led a three-member research and design team on this four-month project, focusing on improving the efficiency and usability of eBay’s contact center application.
Design Approach
- Conducted primary user research through interviews and observational studies with agents.
- Facilitated 12 focus groups to explore various use-case scenarios and collaboratively whiteboard design ideas.
- Tested wireframes and beta versions with 40 users across multiple regions, gathering critical insights.
- Refined functionality and user experience based on continuous feedback, ensuring an intuitive and streamlined solution.
This user-centered approach helped create a more efficient, intuitive, and effective application for eBay’s customer service agents.
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