I designed a bespoke internal dashboard that supports end-to-end agent workflows across key use cases, streamlining processes and driving significant business impact.

Account takeover workflow

If a shopper’s account is compromised, enable an agent to efficiently review what happened and give access back.

Design functionality

Provides a high-level summary of shopper history for quick context
Shows a clear timeline of events such as password changes, unknown device logins, and phone number updates
Displays the full message history between shopper and agent
Allows agents to easily select a decision on the case approve or deny appeals, send responses, reassign tickets, or close them with or without action

I outlined the agent’s ‘jobs to be done’ to help inform product requirements

1) Review discrepancies between customer and Instacart payments using receipt images

2) Label the cause (item or quantity differences)

3) Reconcile by charging the customer, reporting to the retailer, or suspending the shopper if fraud is suspected

Discrepancies workflow

Allows agents to correct item or quantity discrepancies between what the customer paid and what Instacart paid at the store.

This work increased agent efficiency and impacted the business substantially by saving time and money.

✅ Substantial cost savings in discrepancies due to wrong item and wrong quantity issues

✅ Significant decrease in agent review and resolution times

Process

Research

To understand what agents need, my PM and I created a discovery document to capture their frustrations, pain points, and desires.

Interviews revealed challenges with accessing information in one clean view. Agents had to switch between multiple tabs, making it cumbersome and difficult to make efficient decisions.

To align the team, I created a journey map for the agent experience, highlighting gaps and opportunities for improvement.

Wireframes

I created wireframes to put the building blocks in place for the flow, the layouts and information hierarchy.

Visual design

My designs translated complex information into clear visuals, for example a timeline that shows agents key information about a case in sequential order.

Influenced product direction: Collaborated with leadership to define the roadmap, vision, and north star for internal tooling, using research and data to guide decisions.

Design execution: Led the full design process from sketches and wireframes to final visuals and implementation. Conducted research and competitive analysis.

Understanding impact: Partnered closely with cross-functional teammates to achieve positive outcomes, balancing tradeoffs and technical constraints throughout the project.

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.

The core problem is that the existing Zendesk workflows were inefficient and slow, requiring agents to juggle multiple tabs, windows, and queries to complete their tasks.