Storyboards
Replacement Parts Video Storyboard
I designed a scenario-based video to train customer service agents on offering replacement parts as an effective resolution. The storyboard follows a customer frustrated with a broken rocking chair and shows how a service agent builds trust, explores options, and recommends a replacement part.
Impact: This approach highlights how offering parts improves customer satisfaction, reduces waste, and supports business efficiency
NA WIMS 2.0 WalkMe Feature
I designed a WalkMe Smart Walk-Thru feature for “WIMS 2.0” to guide users through shipping, tracking, and resolution wizards. The storyboard walks users step-by-step: selecting affected items, confirming shipping address, viewing tracking info, diagnosing issues, and selecting the correct resolution—all via in-app prompts and tips.
Impact: This guided, contextual support helps reduce user confusion and error, empowers users to self-serve, and ensures consistent adherence to resolution policies.