Moodies Customer Portal Redesign Project

Project Management Case Study

Moodies is a company that designs color-changing shoes based on mood. As customer inquiries increased, leadership initiated a project to improve the customer support experience.
The project focused on redesigning the customer service website and introducing a chatbot to improve response times and reduce the support workload.

Skills Demonstrated

Project Planning Stakeholder Management Scheduling & Dependencies Budget & Resource Management Risk Management Project Reporting Agile / Kanban Jira Project Documentation

Project Initiation

Business Need

Increasing customer inquiries were adding workload for the support team.

Project Goal

Redesign the customer service website and introduce a chatbot to improve support efficiency.

Scope

  • Website redesign
  • Support content
  • Chatbot
  • Testing & QA
  • Team enablement

Success Measures

  • Customer satisfaction +20%
  • Rep inquiry time -40%
  • Social inquiries -80%
  • Resolution time 4 → 2 days
View Project Brief Playbook

Project Stakeholder Management

Stakeholder Identification

  • Identified key stakeholders and cross-functional team members
  • Documented roles, responsibilities, and motivations

Ownership & Accountability

  • Created an ownership grid for project responsibilities
  • Defined PM responsibilities across project activities

Information Gaps

  • Identified gaps in budget, schedule, and technical requirements
  • Developed questions to clarify missing information

Stakeholder Engagement

  • Defined updates, kickoff, planning sessions, and check-ins
  • Set expectations for feedback, decisions, and collaboration
View Stakeholder Playbook

Project Plan

Plan & Scope

  • Defined SMART project objectives
  • Developed a phased implementation approach
  • Planned rollout across Kids and Adult shoe product lines

Work Breakdown

  • Break down milestones into detailed tasks
  • Estimated task durations and sequencing
  • Documented task dependencies

Schedule & Dependencies

  • Built a Gantt chart for the four-month timeline
  • Created a project network diagram

Project Communication

  • Created a project kickoff presentation
  • Presented objectives, implementation approach, and timeline
View Project Plan Playbook
Watch Kickoff Presentation

Project Budget & Resource Management

Cost Estimation

  • Used bottom-up estimation to calculate resource costs
  • Identified resource gaps requiring contractor support
  • Added contingency and fixed project costs

Budget Development

  • Built a detailed project budget
  • Allocated costs across personnel and project expenses
  • Documented budget assumptions

Resource Management

  • Assessed resource availability against project needs
  • Developed backup plans for resource unavailability
  • Planned resource reallocation for delayed milestones

Vendor Negotiation

  • Drafted a vendor negotiation strategy for bulk hours
  • Negotiated pricing and priority turnaround
  • Requested revision terms and additional services
View Project Budget Playbook

Project Risk Management

Risk Identification

  • Identified resource, technical, design, and content risks
  • Mapped risks to affected milestones and tasks
  • Identified missing roles and resource gaps

Risk Assessment

  • Assessed probability and impact for identified risks
  • Prioritized high-impact risks
  • Evaluated potential effects on project milestones

Unplanned Risk Response

  • Analyzed an unforeseen compliance requirement
  • Selected a risk transfer strategy
  • Developed mitigation tasks and timeline

Risk Communication

  • Created a stakeholder risk communication plan
  • Defined weekly risk and progress updates
  • Established immediate escalation for critical issues
View Risk Management Playbook

Project Reporting

Project Status Reporting

  • Assessed project health using progress, schedule, blockers, and dependencies
  • Created a weekly status report with TL;DR, insights, recommendations, and action items
  • Assigned owners and due dates for follow-up actions

Project Closure Reporting

  • Evaluated project outcomes against objectives, budget, schedule, and deliverables
  • Analyzed successes, risks, and factors affecting project results
  • Documented lessons learned and opportunities for future projects
View Status Report Playbook
View Closure Report Playbook

Agile & Jira

Jira Board Setup

  • Created a Jira Kanban space for the Moodies chatbot
  • Created five epics aligned to project milestones
  • Organized work around chatbot delivery

Workflow Design

  • Configured workflow: To Do → In Development → QA → Done → Released
  • Added a WIP limit of 3 for In Development
  • Aligned the workflow with the team's process

Backlog & User Stories

  • Added user stories to the chatbot rules and logic epic
  • Linked stories to the appropriate epic
  • Updated story status to reflect work progress

Agile Work Management

  • Used the Kanban board to visualize project work
  • Tracked work across workflow stages
  • Applied WIP limits to support focused delivery
View Jira Playbook
← Back to Home