Executive summary

Problem

Reduce support load and let partners fix order issues in seconds, without needing help.

<aside> 💡

How might we turn a slow, support-heavy CRM into a self-serve tool, so partners can check orders, track shipments, and fix problems themselves? No calls, no emails. Just instant answers and faster business.

</aside>

Proposed solution

Redesign order tracking as a simple self-service system, shaped by real user needs, hard data, and what the business actually needs.

Business impact

<aside> ✅

Support tickets down 60%

Once users got real-time status, exports, and self-service tools, support requests dropped fast

</aside>

<aside> 👍

+22% CSAT score

CSAT up 22%, hitting 89.4% after we simplified workflows and cut out delays

</aside>

<aside> <img src="notion://custom_emoji/d5608a03-fbd0-49bb-8edb-bf3347bef2b9/20789c92-a4af-8059-98b5-007a78b0c6af" alt="notion://custom_emoji/d5608a03-fbd0-49bb-8edb-bf3347bef2b9/20789c92-a4af-8059-98b5-007a78b0c6af" width="40px" />

Reordering got 4–5x faster

We cut the time from over 20 minutes to under one with a new, repeat flow

</aside>

<aside> <img src="notion://custom_emoji/d5608a03-fbd0-49bb-8edb-bf3347bef2b9/20789c92-a4af-8058-9d54-007adba0187c" alt="notion://custom_emoji/d5608a03-fbd0-49bb-8edb-bf3347bef2b9/20789c92-a4af-8058-9d54-007adba0187c" width="40px" />

Usability score hit 79.2

Faster flow, less friction, and users felt more confident using the system

</aside>

<aside> 💸

OpEx down 4.6%

Cutting manual support and making partner tasks easier saved real money

</aside>

My role

• Got the C-Suite on board with a clear UX strategy, putting transparent status and fast reordering at the top.
• Led all the research: interviews, usability tests, analytics. Focused on real user pain points to set product priorities.
• Designed high-fidelity UI in Figma. Ran an agile process, working side by side with developers in Figma and Jira to ship solutions that fit the CRM and API limits.