Customer support enterprise applications
A unified support platform bringing Whole Foods Market catering onto Amazon's digital standard so agents and kitchen teams work from one seamless source.
Two ecosystems, one customer
Whole Foods Market's Catering-on-Amazon platform lacked a cohesive, efficient support experience — making it hard to place and modify customer orders. As Amazon integrated ecosystems with Whole Foods, its customer service tools needed to meet Amazon's streamlined digital standard.
The goal: create parity between the two tool ecosystems with a unified, enterprise platform that lets customers interact seamlessly with Amazon–Whole Foods Customer Care.
Understanding the current state
An insight-gathering workshop with the Whole-Foods-on-Amazon team and Whole Foods Catering stakeholders surfaced how catering support actually worked — and where it broke down. Insights were grouped by theme; friction points were flagged for redesign.
What we heard
"It is such a waste of time to have to switch between tools or screens to find orders."
"I just want all the actions I need in one place."
"I always have to search using an email or phone number — sometimes that isn't enough to locate the order."
"We often receive incomplete or unclear requests because agents don't have the right information upfront."
"It takes too long to find the right order when a customer isn't authenticated."
"We don't always know which orders are urgent or require immediate attention."
Who it impacts
"It used to be so frustrating — orders would come through incomplete or delayed, and we'd rely on back-and-forth calls with customer service just to figure out what went wrong. It felt like we were constantly playing catch-up instead of focusing on the food and service."
- Access clear, real-time order information to streamline food prep
- Quickly accommodate order updates or changes
- Reduce time spent resolving discrepancies with customer service
- Improve coordination with other teams
- Often incomplete or incorrect order information
- Last-minute order modifications by customers
- Fragmented, disconnected systems forcing manual work
- High-pressure kitchen during peak catering seasons
Building on what already works
To avoid duplicating development effort, we identified proven Amazon components that already solved common customer issues — and could adapt to Whole Foods catering workflows. Then, working with developers, project managers, and end users, we mapped the current-state tool ecosystem to expose its inefficiencies.
One platform, built to Amazon's standard
A unified, enterprise support platform that brings Whole Foods catering onto Amazon's digital standard — giving agents every action, every order, and the full customer context in one place.
Customer issue context, order-match cards, and consistent Amazon interaction patterns replace the fragmented tool-switching that slowed teams down.
Parity, not patchwork
The unified platform gives Amazon Fresh and Whole Foods Market Customer Care a single, consistent place to work, aligning two ecosystems around one seamless support experience.
One place for every action
Agents locate orders, see full customer context, and resolve issues without switching between disconnected tools.
Built on proven patterns
Reusing established Amazon components kept the experience familiar for agents and reduced duplicated development effort.
Grounded in real research
Every design decision traced back to stakeholder workshops, current-state mapping, and the pain points teams named directly.