Stubhub

Call Center Experience

Background

Behind the StubHub ticket platform is a 10,000-person call center. Agents handling ticket issues were forced to jump between customer, order, and seller pages, then submit help requests on a separate screen-mentally stitching together a fragmented system of record.

Designing the interface wasn't the hardest part. The real challenge was aligning a large organization around a better way of working.

Solution

I designed a single-page agent experience that eliminated context switching by bringing customer, order, and seller information into side-by-side panels that updated as the conversation unfolded. Short concept videos and clickable prototypes helped the team see the new approach and align around it.

Recommendation

"Mustafa has a unique talent that goes beyond just UX Design. He was able see through the problems and redesign not only the UX of the tools we use but also had us re-think HOW we use them, in doing so re-focused us on what we were trying to do. This new approach and his eye for detailed UX transformed how we thought about our tools and quite simply revolutionized our tools. I cannot recommend him any more highly for big jobs that need amazing results!"

Travis Marcus Dawson,
Head of Customer Service Products

UX Design

Details of this project available here: UX Design.