Problem

Before the BCR Tool was introduced, the process of canceling or modifying a booking involved many manual steps. It required close coordination between Customer Support (CS) and Finance teams.

The process was:

• Prone to human error
• Scattered across 5 tools (Front Office application, HubSpot, Intercom, Moneta, Google Sheets)
• Difficult to track, especially when CS and Finance needed to follow up on edge cases
• Not scalable during peak season (summer), when booking volumes increased significantly

Limitations

We were approaching the high season in real estate (Q2–Q3), which meant we couldn’t afford to build a large or complex system. We needed something that would be easy to adopt by internal teams, fast to develop, and flexible for Finance and CS workflows.

My Role & Approach

I led the discovery and design of the BCR tool. My process included:

• Shadowing sessions with Customer Support and Finance to map their real, undocumented workflows
• Interviews and workshops with 3+ CS agents, 3 Finance team members, and their leads
• Document analysis — spreadsheets, edge case records, refund policy notes
• Collaboration with the Product Owner and Engineers to identify which parts could be automated and what needed manual input

I turned complex workflows into clear flow diagrams and broke down each stage of a change request: tenant-side, support-side, and financial logic.

These were used to scope the MVP and prioritize automation areas.

What We Built