E-Commerce
Case Study Enterprise Customer Support
Two ecosystems, one customer.
Whole Foods Market's Catering-on-Amazon platform lacked a cohesive, efficient support experience, making it hard to place and modify customer orders. As Amazon integrated ecosystems with Whole Foods, its customer service tools needed to meet Amazon's streamlined digital standard.
Our goal was to create parity between the two tool ecosystems, so customers and Customer Care finally meet in one place.
Building on what already works.
Amazon had already solved several of these problems elsewhere. The fastest route to parity was to find that work first, then design only what was genuinely missing.
Components that had already earned their place.
We identified proven Amazon components that already solved common customer issues and could adapt to Whole Foods catering workflows, so development effort went into the gaps rather than into rebuilding what existed.
Then the part nobody had drawn.
Working with developers, project managers, and end users, we mapped the current-state tool ecosystem end to end. Seeing every channel and every tool on one wall is what turned a vague sense of friction into a specific list of gaps.
Duplicated 15 Gap or unknown 18 In place 53 Works well 6 Not applicable 10
Scroll the map sideways to read it.
The map is a table of six sales channels against seventeen journey steps. Each cell names the kind of tool used and its state: in place, works well, duplicated, a gap or unknown, or not applicable. Totals for each state are given in the key below the map.
One platform, built to Amazon's standard
A unified, enterprise support platform that brings Whole Foods catering onto Amazon's digital standard — giving agents every action, every order, and the full customer context in one place.
Customer issue context, order-match cards, and consistent Amazon interaction patterns replace the fragmented tool-switching that slowed teams down.
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The unified console brings order search and match cards into a single view. -
A customer complaint, read on the floor rather than back at a desk. -
The unresolved queue, with every attachment already in place. -
Full issue context, with agent assist running alongside it. -
The sixth screen — caption to come.
Parity, not patchwork
The unified platform gives Amazon Fresh and Whole Foods Market Customer Care a single, consistent place to work, aligning two ecosystems around one seamless support experience.
One place for every action
Agents locate orders, see full customer context, and resolve issues without switching between disconnected tools.
Built on proven patterns
Reusing established Amazon components kept the experience familiar for agents and reduced duplicated development effort.
Grounded in real research
Every design decision traced back to stakeholder workshops, current-state mapping, and the pain points teams named directly.
