project details
Client
Lavu, Inc.
Year
2018
Services
Wizard
Location
Albuquerque, NM
overview
Challenge: Customer Service agents lacked structured approach to diagnosing POS system issues, leading to inconsistent support quality and long handle times. My Approach: Conducted discovery research with 4 cross-functional teams (Customer Service, Tech Support, Product, Engineering) Analyzed support ticket data to identify most common issues and resolution patterns Created journey maps for both support agents and restaurant owners Designed intuitive decision-tree interface with clear navigation and progressive disclosure Conducted usability testing with agents during live support scenarios Results: 30% reduction in Average Handle Time (from ~15 minutes to ~10.5 minutes) 200+ hours saved monthly across Customer Service team New agent ramp-up time reduced from 12 weeks to 8 weeks Tool became company-wide standard for all support operations
