Self-Service Customer Platform

The Challenge

Every time a customer needed to reschedule a delivery or cash out store credit, they had to call an agent. These weren't complex problems — they were high-volume, repetitive, and entirely solvable. The risk was real though: automate badly and you create fraud exposure, operational breakdowns, or both. The challenge was getting it right across iOS, Android, and web, through six integrated backend systems, without cutting corners on the rules.

The Approach

• 01Spent time with the customer service teams first — not to document what they did, but to understand what kept going wrong and why
• 02Mapped every edge case before writing a single requirement, because edge cases are where self-service features fall apart
• 03Designed eligibility logic and fraud controls that protected the business without punishing legitimate customers
• 04Owned end-to-end requirements across six backend services so nothing fell through the gap between teams

Delivery Rescheduling

• Customers could reschedule directly from wherever they were in the app — no dead ends
• The calendar was smart: courier type, lead times, public holidays, and attempt limits all factored in
• Split orders handled gracefully — each parcel on its own track
• Clear messaging for ineligible orders reduced the 'why can't I do this?' calls almost as much as the feature itself

Credit Refunds

• Customers finally understood what was refundable and what wasn't — with a clear explanation, not just a no
• Refunds worked across whatever combination of payment methods was used originally
• Fraud safeguards ran quietly in the background, invisible to legitimate users
• When something needed escalation, agents had full context waiting — no reconstruction required