How can we empower the customer service team to issue refunds independently?
Introducing a new workflow that gives our internal team full autonomy over simple tasks, freeing up engineers to focus on higher-impact work.
Role
Product Designer
Platform
Web App
Year
2025
GUERRILLA INTERVIEWS / INFORMATION ARCHITECTURE / WEB APP
What was the problem?
The refund process relied heavily on manual steps and frequent communication between the Customer Service team and the Development team. This dependency not only slowed down resolution times but also placed unnecessary workload on developers for tasks that could be handled operationally.
Project Goal
Enable the Customer Service team to initiate and manage refund requests independently, reducing reliance on the Dev team and improving the overall efficiency of support operations.
Key Insights
The development team only had visibility into backend APIs, while the request, processing, and refund statuses were never reflected in the UI—limiting the customer service team's ability to track refunded projects.
The Solution
We introduced a new UI feature within the internal portal that allowed Customer Service agents to trigger refund actions directly. This was achieved by integrating with our lenders' APIs, while also designing logic to handle how refund requests would impact the status and flow of the associated projects, ensuring consistency and accuracy across the platform.
The Impact