Uber Design
My work at Uber focused on all aspects of the customer support experience; from self-service and predictive help to agent tools for omnichannel support across phone, chat, and messaging.
Agent Experience & Support Tools
Designing an omnichannel support tool that allows agents to empathize and connect on the human level while operating with efficiency and precision to resolve customer issues. Building a case management tool for better handling and reporting of complex and severe customer issues.
Rider, Driver, and Eater Help
Creating an effortless and empathetic help framework to match the severity and urgency of customer issues with the right kind of support. Measuring satisfaction and health through a consistent and unified rating metric. Building a better phone support and self-service experience for driver help.