When colleagues become customers
As a marketplace company like BoligPortal, you handle high traffic volumes, extensive approval processes to validate data and users, and specific requirements that off-the-shelf software cannot meet. The Customer Service department manages these processes. Because Customer Service handles complex, case-specific issues every day, we developed a custom in-house system for the department. It allows us to tailor each workflow and process to its specific needs.
Company
BoligPortal
My role
Product Lead
Time period
2019 and ongoing
Designing for wicked problems, with focus on low learning curve
Throughout my years at the company, I had the pleasure of working closely with this department to ensure that its system was as efficient and user-friendly as possible. We focused on reducing manual data lookups and the number of clicks required for each task while keeping the learning curve low. Since most employees are students working part-time, many different people use the system over a two- to three-year period, often having to learn it from scratch.
As part of this process, I spent entire days with the team, listening in on phone calls, observing how they used the system, and discussing their challenges and ideas for improvement. This helped me gain a thorough understanding of their needs and use cases.
I love creating software that solves problems, ideally software used and appreciated by many people. However, there is something special about building solutions for your colleagues—people you see and talk to every day. I came to enjoy that aspect of my work a great deal.
The latest problem I have been working on is preventing scammers from using our platform to defraud people of their money, login credentials, and more.
We have invested significant effort in making person and rental verification as detailed and reliable as possible while maintaining a fast workflow. This ensures that verification does not affect the approval time for legitimate users who want to advertise a rental or find a home.