Raelin Sawka Musuraca

Personal Work

Formalizing a Process for Continual Improvement

Establishing and maintaining a Voice of the Customer program to drive digital enhancements.

The Problem

Customer feedback from the website was acted upon inconsistently resulting in a lack of prioritization and action.

1.png

The Methods

Worked closely with Customer Service, Website Production Support, and Product Management to implement a triage, tracking and reporting process for all customer feedback:

  • Customer Service communicated and resolved issues with customers.

  • Product Support investigated and corrected development bugs.

  • UX cataloged future enhancements in a Jira database for long term planning.

The Solution & Results

  • The team was awarded a quarterly recognition due to the immediate impact of the process.

  • In the first year, the process fed production teams 200+ UI issues and bugs that were resolved during development cycles.

Raelin Musuraca