Order Tracking Portal

Situation

During COVID (late April 2020), Now Optics' call centers were overwhelmed with customers asking about eyeglass and contact lens order status. Order data lived across multiple internal systems with no unified, customer-facing view. The surge in calls was unsustainable.

Task

I identified the problem, conceived the solution (a customer-facing online order status lookup tool), and proposed it to leadership. The project required integration across multiple systems, API development, and new UI/UX.

Action

• Identified the call center overload pattern and proposed a self-service order status tool to leadership
• Led the full build from requirements through development, testing, and deployment
• Mapped end-to-end order status flows across CRM, manufacturing labs, and web platforms
• Defined the tracking states and customer-facing messaging for each milestone
• Partnered with engineering to integrate multiple internal systems via APIs
• Used Hotjar to collect user feedback and iterate on the experience post-launch

Result

675K+ successful order status checks in the first 2 months across 300+ locations, with an estimated ~$2M in annualized call-center cost avoidance. Reduced order status call center inquiries by approximately 60%. Continued managing and optimizing the tool in subsequent role as Ecommerce Product Manager.