Rethinking Missing Items for Good Eggs
Transforming the operational process and tools used to respond to missing items
ABOUT MISSING ITEMS
Good Eggs is an online grocery delivery service specializing in local foods. Hundreds of small local growers and producers deliver their products to Good Eggs warehouses every day, and there are always missing items due to volatile weather, oven breakdowns, etc.
Design a tool for the Good Eggs customer service team to decrease response time and improve the customer experience when items are missing from an order.
In total, our 4 customer service teams were spending at least 18 hours each day notifying customers of missing items. The original work flow was tedious, stressful, and error-prone
Lead Interaction Designer
1 Product Manager, 5 Software Engineers
Time spent resolving missing items dropped from 18+ hours per day to < 1 hour, saving at least $2k per week in labor. Morale improved on the customer service team, and customers loved the new email design.
1 – The project starting point
While shadowing the customer service team, I found that the process had 3 phases: Assign, Respond, and Confirm. Although the team had access to a missing items dashboard, it was among 4 digital tools used in a tedious process that required constant coordination.
2 – Reducing steps and complexity
Using several paper prototypes, I explored different ways of automating the process and asked the customer service team for feedback. The most effective prototypes were those that condensed each phase into one step. From there, I refined the information hierarchy. I observed that team problem solving in Phase 1 was organized by missing item and in Phase 3 by customer. Concepts I tested reflected these mental models in the hierarchy of my sketches.
3 – Laying the foundations of a new tool
After refining the features and hierarchy with customer service, I created several iterations of wireframes with feedback from engineers. My adjustments accommodated for technical limitations related to complex sorting and data models.
4 – Refining the tool for customer service
I then made design adjustments to reinforce the information hierarchy and polish the visual aspects of the tool. With feedback from customer service, I designed collapsing sections, highlight colors, and smart defaults.
5 – Polishing the customer experience
After polishing the tool, I tackled the customer experience. The original emails sent to customers were plaintext paragraphs manually written by the customer service team. The modular email was designed to be easily scannable and to reduce engineering complexity.
Impact – Happy Customers, Improved Morale
time & costs
Time spent resolving missing items dropped from 18+ hours per day to < 1 hour, saving at least $2k per week in labor. Costs will not increase with growth.
Customers were very excited about the new automated emails. Team members can now focus on problem solving and building community, which improved morale.
"Kristen understood our complex process as if she were on the Community Care team. The tool allows us to focus on the rewarding part of our jobs: building community with customers!"
—Elissa Chandler, Director of Community Care