Customers didn’t know which form or contact method to use when something went wrong with an order, so they’d guess, often picking the wrong route, leaving out details agents needed, or contacting Customer Care multiple times for the same issue. Discovery found that just four contact reasons were driving 57% of unresolved first-contact queries, which is what pushed me to fight for a proper redesign instead of a quick fix. The work also seeded a self-service refunds flow: I sketched the UI direction during this discovery, and a colleague later secured business buy-in and worked out the refund-eligibility logic, before I came back to design it in full across web and app.