Case Study


Strategy & Experience Design

for an Indian e-commerce giant

Improved the experience for the call center agents so that they can provide a unique experience for their end-customers – the Sellers on the portal.


With the key insights and strategies in mind, the team conceptualized and created wireframes which were then converted to visual design specifications. It built a strong network of support between agents and sellers, promoting productive behavior within the agents.


We began with carrying out contextual inquiries and user research with the sellers to understand their journey through the process and the pain points. Our belief is to include all the stakeholders in the process as it is they who will be impacted by the outcome. With this belief, the team had a co-creation session with the stakeholders and generated key insights based on our research and observations.

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