Designing Instacart’s Internal Tools
In 2021, I collaborated with the Trust & Safety team to design an internal web tool that supports multiple agent workflows. The tool enables efficient investigation and resolution of issues such as fraud and account security, streamlining operations and improving team effectiveness.
Product Designer on Trust & Safety Tooling team | 2 months
The core problem is that the existing Zendesk workflows were inefficient and slow, requiring agents to juggle multiple tabs and queries to complete tasks.
I designed a bespoke internal dashboard that supports critical agent workflows, streamlining processes and driving significant business impact.
Introducing: A new account takeover workflow
If a shopper’s account is compromised, agents need to be able to efficiently review what happened and either give access back or deny the appeal. The new dashboard provides information about the shopper, chat functionality, and a timeline with important details such as password changes, unknown device logins, and phone number updates.
Introducing: A new discrepancies workflow
This new dashboard enables agents to correct when there are item or quantity discrepancies between what the customer paid and what Instacart paid at the store.
I outlined the ‘jobs to be done’ to inform product requirements: 1) Review discrepancies between customer and Instacart payments using receipt images, 2) Label if there are item or quantity differences, and 3) Reconcile by charging the customer, reporting to the retailer, or suspending the shopper, if fraud is suspected.
This work increased agent efficiency and impacted the business substantially by saving time and money.
✅ Substantial cost savings in discrepancies
✅ Significant decrease in agent resolution times
Process Preview
My PM and I interviewed agents to understand their pain points and needs. To align the team, I created a journey map for the agent experience, highlighting gaps and opportunities for improvement.
My designs translated complex information into clear visuals, for example a timeline that shows agents key information about a case in sequential order.
