Customer Experience

Overview

The Customer Experience team ensures every dog (and human) has a great and safe experience on Rover. As the Web Product Designer, I worked with the team on tool improvements and safety initiatives.

 

Seasonal Education

Summer brings the heat, winter brings the...wait, where did the ham go?

With the seasonal changes, we wanted to provide a series of refresher tips for sitters. I created a safety tip component and a series of illustrations to go along with it.

Winter Safety Tips alert. Note: This design may not reflect final copy

Winter Safety Tips alert. Note: This design may not reflect final copy

Summer Safety Tips alert. Note: This design may not reflect final copy

Summer Safety Tips alert. Note: This design may not reflect final copy

 

Help center

Here's something that might help

With huge company growth, the Trust & Safety and Customer Service team needed an overhaul of the Help Center. Working with engineers at Zendesk, I designed a responsive help site.

HelpCenter1.png

Sometimes people contacted support with a question easily answered with a help article. To save time for customers and support staff, we build a progressive helper to contact support. If an article doesn't meet the need, customers are directed to message or call the Customer Support Team.

Rover-Help-Center.gif

Signed-in customers may attach a related booking to the message. After hitting send, a ticket is created for customer service agent in Zendesk

HelpCenter3.png