Projects - eBay

eBay

My role at eBay

eBay was in the process of updating their knowledge base platform, making it nimble, accessible, and responsive for their employees and customers.

I was responsible for creating the new layout of the Customer Service Knowledge Base by rewriting the CSS, making it responsive and up-to-date. I also doubled as an graphic designer and created their new logo - CSKB, infographics, announcements, and posters. My time with eBay was fantastic, knowing that what I helped create is being used globally amongst the customer service team with ease. I was responsible for the “Favorites” section in the CSKB, because we know we all have our favorite answers.

Team

I joined a team of developers with the fantastic variation of knowledge and skills which we shared amongst each other. We shared concepts, behaviors, and motivations to reach solutions to come up the easy to use and format knowledge base.

Strategy

From the original plan we researched, my job was to simplify the existing knowledge base platform for the user with easier to use navigation and user interface. I created sketches, wireframes, frameworks, and prototypes.

Planning

Just after a few wireframes, mockups, prototypes, and extensive QA - I would deliver the work to the development team and adjust anything if needed. Deliverables where always included with screenshots and mock-ups so questions or guess work were ever involved.

Design and Launch

Months of preparation and testing, announcements, QA'd, and a very happy customer service base - the new CSKB was launched - party included!

eBay CSKB logo

I had the pleasure of creating the logo for eBay's Customer Service Knowledge Base - CSKB

Of course I followed the eBay style guide for basis, kept it simple and clean. This logo has been used internally and externally for print and web. Yes, those are my glasses.


CSKB Dashboard

Yes, I also had the pleasure on being part of a great team to create the new dashboard their knowledge base is using to answer all your fantastic questions on how to sell your wonderful products or buy someone else's.

This is now being used globally. Lot's of QA involved, but was well worth it on delivery.


CSKB Dashboard

An HTML5 / CCS3 mock-up for the internal team of the knowledge base to comment on for usability.

After adjustments and approval, this later went on to the development team for production.


Infographics

One of many infographics explaining what exactly is happening with the data gathered by the Knowledge base.

Broken down by country and by open requests, this gives an visual answer of the numerical volume of requests happening per week.


Annoucement

This postcard is an example of the knowledge base redesign announcement that went out globally to all CSKB users. A new fresh and functional look of their CSKB dashboard.

We even had cookies baked shaped like the CSKB logo, no lie.