eBay

My role at eBay

eBay was in the process of enhancing their knowledge base platform to ensure it was  accessible, and responsive for both employees and customers.

I played a key role in developing the new layout for the Customer Service Knowledge Base by rewriting the CSS to ensure it was up-to-date and responsive. Additionally, I took on the role of graphic designer, creating the new logo for CSKB, as well as infographics, announcements, and posters. My experience at eBay was incredibly rewarding, as I contributed to a resource that is utilized globally by the customer service team with ease. I also managed the “Favorites” section within the CSKB, recognizing the importance of having quick access to preferred answers.

Team

I became part of a diverse team of developers, each bringing a unique set of knowledge and skills that we exchanged with one another. We collaborated on concepts, behaviors, and motivations to develop an easy-to-use and well-structured knowledge base. Throughout the process, we adhered to the established design system and accessibility requirements.

Strategy

Based on the original plan we researched, my role was to streamline the existing knowledge base platform to enhance user experience through improved navigation and user interface. I designed a UI that offered straightforward steps when specific items were selected, and I developed sketches, wireframes, frameworks, and prototypes to bring this vision to life.

Planning

After creating several wireframes, mockups, and prototypes, along with conducting thorough quality assurance, I would hand over the work to the development team and make any necessary adjustments. These deliverables were therefore transformed into reusable patterns and components for future projects.