BACKGROUND

At Wayfair, I launched a comprehensive intake request process to streamline how teams submit requests for operational support. My goal was to centralize support requests, provide clarity on service offerings, and enhance overall efficiency through structured forms and workflows.

PROBLEM TO SOLVE

Before the revamp, the intake request process was inconsistent, with multiple communication channels and undefined workflows causing confusion among stakeholders. This led to delays in request processing, unclear expectations, and redundant communication loops. I aimed to establish a clear, centralized request system that would:

• Define service offerings clearly (e.g., Office Hours, Research Project Support).

• Collect standardized information to minimize back-and-forth.

• Implement automation to streamline intake and follow-up communication.

DESIGN

I developed the new intake request process in Airtable and communicated it through targeted distribution channels, including email, Slack, and InfoHub. The process included:

1. New Intake Request Form

A structured form for Office Hours and Research Project Support, integrating multi-select and conditional logic to guide requestors through the necessary information.

2. Intake Feedback Form

A post-service feedback mechanism to evaluate support quality and identify areas for improvement.

3. Tooling Request Form

A dedicated form for accessing specific research tools and licenses, with tailored questions for each tool to ensure accurate processing.

FINDINGS

• The intake form reduced average response time by 30% by providing structured, relevant information upfront.

• The feedback form revealed that 85% of requestors found the new process more intuitive and clear compared to the previous system.

• Slack integration facilitated real-time notifications, ensuring timely responses from me and the Research Ops team.

OUTCOME

Implementing the new intake request process successfully streamlined the request workflow, minimized communication gaps, and provided clearer service definitions. Automated notifications reduced manual tracking, and feedback collection enabled continuous iteration and improvement.

LEARNING

• Clearly defining service offerings and expected response times reduced unnecessary follow-ups.

• Including feedback mechanisms provided actionable insights for further process optimization.

• Regular communication through multiple channels (email, Slack, InfoHub) ensured broad awareness and adoption of the new process.