Amazon CS Tools //

Role: UX, Visual Platforms: Desktop

As Giveaways remained a relatively small feature on Amazon for several years, the business team was able to respond to customer service emails directly. As the feature grew more popular though, their ability to keep up and respond to individual emails was no longer reasonable.

CS tools is a custom designed dashboard that was built within the existing Amazon CS platform that is designated strictly for Giveaway CS queries. The dashboard allows the agent to look up information regarding the Giveaway, host and also the user’s giveaway participation habits.

Situation: After joining the Giveaway team, I worked with my product manager to discuss the gaps and necessities of a Giveaway CS dashboard. To free up needed bandwidth for the product team, the tool would allow for feedback to be directly sent to the existing Amazon CS platform. By funneling feedback to the main CS channel, customers could be helped immediately by Amazon CS associates and only queries that can’t be solved would then be forwarded to the business team for further scrutiny.

After briefly shadowing and on-boarding with a CS tools designer, I continued to collaborate with their team over the next few months. My goal was to understand how they utilized their tool for the broader CS of Amazon and to understand the current CS system. I needed to be able to easily integrate Giveaways into their existing platform.

Weekly, I worked with the CS team and my product team to go over designs. I started out by addressing missing gaps and understanding how we could leverage their existing experience to reduce dev effort. I was able to do this by utilizing their existing ticketing system and search bar into my designs. Creating a simple tabbed ingress and a simplified dashboard eliminated any extra training for CS associates. I created several iterations and in the end we approved designs which also covered concerns regarding security, trouble ticketing, UI, tracking, and dashboard information privacy.

**Process photos available upon request**