Admin Panel
Notification Re-routing
Duration
Dec 2025 - Feb 2026
Skills
Competitive Analysis, UX Design
Company
OEC
Teams
1 Designer, 2 System Analysts, 1 Front-end, 1 Back-end
My Contribution
Defined new notification rules and user journey
Simplified the customer service configuration experience and reduced needs for constant maintenance
Improved information hierarchy and scalability as service coverage grew
Background
The old notification routing didn’t reflect actual service ownership or operational workflow
The Portal system sent email notifications to everyone in the operation team (OP) whenever users leave comments or when there was any updates on the booking orders. As a result, OP received excessive notifications, and the important emails easily got buried among irrelevant noise.
Goal
Make sure the emails reach the right person
After the system analysts brought up this topic, we started reviewing our current design and found a piece of data that we had never really made use of. When the system admin creates a new company account, there is a field called 'Primary Customer Service Rep.' This is the person in the operations team who will take care of the customer and actually needs to receive the notifications.
Problem
Emails were missed when assigned customer service representatives left the company
Notification recipients were assigned to individual customer service representatives.
When employees left the company or changed roles, notifications were missed during handoffs. This also required high maintenance overhead.
Only stations that were currently in use are assigned
When customers began shipping to a new destination, administrators had to return to the company profile and add another service assignment before notifications could reach the correct team.
The UI didn’t support scale up
The configuration workflow for adding new shipping destinations was repetitive and lacked scalability; it required administrators to manually add a CS group and assign a representative for every new location.
