Managing projects globally across multiple Customer Service Technology teams was a complex processs and varied from team to team. Some teams used Sharepoint, Jira, spreadsheets, or a combination of those to intake and manage requests. This was an inefficient and non-streamlined process.
WRAP's goal is to create a platform that allows all users from Customer Service from agents to VPs to input requests, manage tasks, and track progress on projects. The application would be a completely new project management tool that would replace many of the current complex processes. This tool was also global first, which worked from our global teams backwards to accomodate the best practices from all teams.
In order to accomodate our global teams we visited our site in Cork, Ireland and had a week long summit to get feedback and ideas for building the new platform. We had many users involved including customer service agents, project managers, technical project managers, and agent leads to name a few. These discussions helped us solidify the requirements for WRAP and share knowledge of the process for project management.
After feedback from our summit and reviews with internal stakeholders a prototype was created to communicate the new design direction and functionality to developers, agents, and other stakeholders.
After feedback from reviews the document along with the prototype was created to communicate the design to all teams involved.