A design sprint-to-delivery engagement focused on automating email workflows and enabling Customer 360 visibility
Overview
As UX Lead, I partnered with Levi Strauss & Co. to lead a human-centered design sprint focused on replacing manual, paper-based workflows with a unified, automated digital experience. The outcome was a clearly defined Minimal Viable Product (MVP), a validated prototype, and a roadmap to stand up intelligent email triaging, standardized processing, and a 360° customer view, all built on Pegasystems software.
Context & Challenge
The initiative began as a global enterprise transformation. However, due to the pandemic’s business impact, Levi’s pivoted from large-scale ambitions to an agile, high-value approach. The organization needed to:
• Eliminate Excel- and email-based workflows
• Centralize customer visibility across departments
• Deliver value within a limited budget and a tight timeline
• Avoid custom-built complexity and embrace scalable, out-of-the-box solutions
The challenge: How can we deliver cross-functional automation and visibility fast, while minimizing risk and resource strain?
Design Sprint & Workshop Activities
We ran a 2-week virtual design sprint using Pega Express and Catalyst methodology, which helped us:
• Map current state using a cross-department service blueprint
• Identify pain points across Finance, Sales, Credit, AR, and Order Management
• Define core functionality for the first MLP
• Storyboard and prototype the ideal user flow
• Validate the prototype through structured user testing
Prototype & User Testing
• We developed a working prototype focused on:
• Smart email intake
• Auto-tagging and triaging using NLP
• Queue routing based on content and customer history
• A single 360° view of the customer and past interactions
We conducted a multi-day virtual user testing session with stakeholders across departments to refine the flow.
Delivery Plan: From Prototype to MVP
MVP Scope Included:
• NLP-powered email intake
• Skill-based routing to 5 work queues
• 1–2 reusable correspondence templates
• Dashboards with SLA and case tracking
• 360° customer interaction history (OOTB)
• REST API integration to Customer Master
Outcomes & Business Value
Centralized customer view = Improved issue resolution and transparency
Automated intake and routing = Reduced email volume in shared inboxes
8-week MLP delivery = Accelerated time-to-value
Scalable solution design = Ready for future channels and work types
“Less administration means more time for everything else, helping drive customer service and profitability.”
— Pega Workshop Team
Disclaimers
All visuals shown are preliminary or planning materials using placeholder data.
This case study reflects a prototype and MLP delivery phase, not a full enterprise rollout.
All solutions were built within the capabilities of Pegasystems software and Levi Strauss’ governance framework.
