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OVERVIEW:
As the UX Lead for Nordstrom’s Enterprise team, I defined the next generation of Customer Care solutions.
This was an opportunity to examine an antiquated process, outdated platforms and customer agent behavior. For this project, I started with establishing a baseline of cost per task for each research involved numerous edge cases, and multiple platform dependencies.
This was an opportunity to examine an antiquated process, outdated platforms and customer agent behavior. For this project, I started with establishing a baseline of cost per task for each research involved numerous edge cases, and multiple platform dependencies.
