Ship, manage, track, deliver
Implement a modern, global call center agent desktop, FedEx will streamline operations and enhance the employee and customer experience. This initiative will enable FedEx to retire legacy systems, optimizing workflows and reducing costs. By providing agents with intuitive tools and a user-friendly interface, they will empower agents to deliver exceptional customer service, ultimately leading to increased satisfaction and loyalty while cutting costs.
RACI charts are a powerful tool to ensure project success. I led the initiative to clearly define roles and responsibilities, to streamline collaboration, minimize confusion, and deliver exceptional results.
Carefully structured to provide an intuitive user journey, balancing educational content, interactive features, and community engagement.
Early wireframes led to interactive prototypes, which were tested and iterated on. This phase was crucial for refining user flows and interface elements.
Focused on creating a visually appealing and emotionally engaging experience. The design incorporated nature-inspired themes, intuitive icons, and an easy-to-navigate layout.
Special attention was given to making the app accessible to all users, including those with disabilities. Features like screen reader compatibility, color blindness modes, and scalable text were included.
I effectively mapped out a user-centric experience by understanding the core requirements and constraints of the portal. Through in-depth analysis of customer journeys, I identified key opportunities to engage and delight users. By prioritizing solutions and capabilities, I ensured a seamless and intuitive user experience that aligned with the business objectives.
By implementing a new information architecture, wireframing, and process optimization initiatives, we streamlined operations and improved user experience. We successfully minimized call time to service customer tracking, pickup, and supply requests, while also enhancing the efficiency of associating accounts to contacts. These strategic improvements have led to increased productivity and customer satisfaction saving target goal of $100 million a month savings in 24 months equaling 1.2 billion.