Back in 2019, if a shopper contacted Instacart to get help, our team didn’t have a lot of visibility into the issue they were contacting us about. When Care agents took shoppers’ calls, they had to ask a lot of questions to understand what problems they were experiencing, which led to long call times.

Shopper only had access to a web-only Help Center. Switching between the Shopper app and the web wasn’t an ideal experience — especially when shoppers were in the middle of an order.

We aimed to create a simple, dynamic experience for shoppers that offers different options for getting support.

Interested in learning more? Contact me to learn more details about Help Center project.