Guided Flow

user experience design
for Coinbase

A future-state customer support experience for Coinbase, leveraging AI to improve high-volume service and address the needs of support agents.

In the original status quo, agents were forced to juggle multiple mental modes at once: communicating with customers, diagnosing issues, researching context, and solutioning under pressure — leading to overwhelm and decision paralysis.

I conducted market analysis, developed a mid-fidelity prototype for concept testing, and refined the work into a high-fidelity North Star prototype, providing a guiding light toward a system where AI absorbs the cognitive burden of support work and gives agents more time, and more confidence, to tackle high-judgment cases and foster customer relationships.

[Project under NDA. More upon request.]