Post-Order Servicing: Fix Order Creation Experience

Streamlining post-order servicing for complex order types like group orders and fundraisers.

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Context & Challenge

As the company expanded into business and group order markets, internal teams faced friction in resolving post-purchase issues. Fixing orders required switching between two separate tools; slowing down response times and increasing the cognitive load on experienced agents. With ongoing system migrations and a new design system rollout, this was a strategic opportunity to consolidate workflows and improve operational efficiency.

Problem Space

Fix orders were typically handled using two separate internal systems resulting in a fragmented workflow that required highly experienced users. This posed risks to service quality and limited the speed and accuracy of customer support.

Key Insight

Even small issues (e.g. correcting a shirt size in a group order) required a series of disconnected steps and tool-switching; slowing down task completion and increasing the chance of errors.

Discovery Activities

  • Stakeholder alignment sessions
  • Requirements gathering with service teams
  • Reviewed legacy workflows for fundraising and group order servicing

Key Findings

Discovery Activities

SoLution Highlights

  • Single tool integration: Reviewers no longer switch platforms as everything happens within the Satisfaction tool.
  • Guided fix flow: Step by step process reduces cognitive load and supports less experienced users.
  • Design system integration: Ensures accessibility, scalability, and consistency across touchpoints.

Before

After