I was lead designer on both consumer facing and internal tools for Customer Service. We strived to improve the consumer experience as well as build the right internal tools to allow Groupon support staff to work as efficiently as possible when helping customers.
Driven highly by metrics, we had to strike a fine balance between reducing operational costs and exposing self-service tools while at the same time being conscientious of giving customers proper access to support staff when necessary.
Integrated Live Chat into Groupon on both Desktop and Mobile.
I helped design a suite of internal applications for customer support staff that included managing user orders, deal information, answering Deal Q&A and carrying out mass communications with customers.
With the help of a UI Engineer and another designer, we built a CSS framework utilized across all internal applications.