UserTools
Responsive, utilitarian web tool to save LineLeap's Engineering and Customer Service teams time and effort.
Company
LineLeap is a nightlife-tech startup with a mission to be the all-in-one customer & business facing nightlife platform.
This project was for our customer service team. I was hired as LineLeap’s first designer while they were going through the Y-Combinator start-up incubator. During my almost 4 year tenure, I became the Lead Product designer and oversaw all design at the company, including this project.
Design Challenge
LineLeap’s customer service team was performing complex maneuvers to complete simple requests.
Digging Directly into the Database
In order to refund customer orders, change emails, and fulfill other basic customer service requests, the customer service team had to interface directly with LineLeap's database — risky!
Getting Help from Developers
In order to perform seemingly simple tasks like resetting a customer's password, LineLeap's customer service team had to ask a developer for help, pulling them away from higher priority tasks.
Example: Original Refund Process
Solution
I independently designed a simple tool to make common tasks more efficient for LineLeap's customer service & dev teams.
UserTools allowed the customer service team to process refunds, reset passwords, delete accounts, and check orders without having to contact developers or interface with the database.
New Refund Process with UserTools
Outcomes
UserTools increased security and saved time & effort for both the customer service team and the engineering team.
75+ Customer Service & Engineering Hours Saved
In the 6 months since launch, UserTools has saved the customer service team and engineering team over 75 hours by making formerly complex, multi-step tasks simple.
More Database Security
The customer service team started using UserTools to fulfill customer tasks instead of interfacing directly with the LineLeap database.
