Design System

Background

During my time at Chewy, I worked with members of the Design Foundations team to facilitate the restructure of our design system libraries. When I first started at Chewy, there were multiple sources of truth scattered throughout Chewy’s Figma organization. I sunsetted legacy libraries, and established a new way of working for designers where the core of Chewy’s design system would feed into our independent platform libraries.

The idea is that a user of the design system would have a dedicated library for each platform that would allow them to design confidently within one platform at a time. Additionally, separating out our platforms into separate libraries allowed us to harness Figma’s swap library feature that would give designers the ability to rapidly design across different platforms, effectively reducing the time to replicate the same features across web, iOS, and Android.

Concept Design

Digitized Customer Service Representatives

Customer service WOW team is at the core of Chewy loyalty with customers appreciating and referencing touchpoints from the WOW team (even when stories are not their own). Customers call customer service explicitly to thank Chewy for WOW team gestures. Others may not call explicitly, but reference these gestures when on other calls. They report the gestures inspire them to recommend Chewy to friends and family.

Chewy Opportunity
How might we add wow around key moments to the site and apps so customers feel known and supported? What searching could indicate a key life stage, like pet adoption and then acknowledge that with opportunities to connect with customer service in real time during the shopping experience?

Coach users on our chat feature
In-line callouts in Search/Product landing pages 
suggest chatting with 
customer service and in-line callouts on
Product Detail Pages ensures that Chat is presented organically at potential points of friction where a customer could use advice from a customer service rep in real-time, while shopping.

Build a rapport with customers
Pair Customer Service Representatives that share the same affinity and/or 
expertise for their particular breed/pet type.

Provide an option to browse and chat in real time
Customer Service Representatives can suggest products in chat and allow the user to minimize and browse with the ability to return to chat.

Give users the opportunity to provide customer service feedback
Allow users to rate their customer service rep. If they give a 5-Star Rating, we trigger a message that the user will be paired up with this CSR in the future when they are available for chat.