Isabelle consulted at Fast just before their closure, collaborating with the exceptional design team. Fast was a one-click check out that was used in varies checkout experiences.

The EPD team received feedback from Fast customers, expressing the need to search orders by email for a more efficient customer experience. This feature aimed to enable agents to quickly find order details and process refunds accurately during customer calls.

When Isabelle joined the project, the customer support flow lacked efficient tools for agents to search orders, process refunds accurately, and set return reasons. There was no option to search by email or phone number, and in cases where customers lacked their purchase order, the only available search was by order ID.