Purchase Issue Resolution

Designing resolution without requiring policy expertise

The problem

Customer support co-workers resolve purchase issues daily, but the policy framework is complex and varies by market. Without deep policy knowledge, every issue becomes a research task, slowing resolution and creating inconsistent outcomes. Mistakes are costly and erode customer trust.

My role

Design lead for the complete product: interaction design for the guided flow, product strategy including the metrics framework and design principles, taxonomy definition for the issue categorization system, and working with product and legal to embed policy validation into the tool. This included user testing, prototyping, and onboarding design for new co-workers.

Approch

PIR guides co-workers from customer and purchase identification through to a policy-valid resolution, using a set of five design principles as the backbone: customer-centricity, simplicity, validity, transparency, and consistency. From these I built a customer-centric issue taxonomy that shapes how issues are categorized and routed.

The hard part of the design wasn't just the flow, it was also figuring out how to measure whether the tool was actually working. I authored a metrics framework that separated product health from operator performance, so we could tell if PIR itself was improving, not just whether a particular co-worker happened to be good at their job.

The adoption challenge was just as real as the design challenge. Shifting from legacy manual work required change management as much as design, onboarding, training materials, and feedback loops to help co-workers trust the new process.

Results

Decreased handling time on resolution issues
Reduced manual steps and consolidated information into one flow
Shifted co-worker focus from system navigation to customer conversation
Faster onboarding for new co-workers entering the role
Reduced dependency on deep policy knowledge through built-in validity checks

PIR simplifies our way of working and it also minimizes the steps we need to make. PIR also allows us to focus more on the customer contact than getting the system right.

Resolution co-worker

PIR is easy to use. Its UI is super intuitive. Everybody got it immediately.

Resolution co-worker

Get in touch

Galveston AB
Murbruksgatan 8
216 46 Limhamn
Sweden
Phone: +46732439720
Email: johan@galveston.se
LinkedIn: @galveston