Eddie is an internal platform for Bol customer support. When external vendors have questions about platform downtime, tax regulation changes, shipping policies, return procedures, or payment processing issues, support staff turn to Eddie to find the right answer fast.

Building the first version

I created the initial version of the dashboard, designing the interface and building the navigation structure. Users can browse through different topic flows covering everything from marketplace guidelines to technical troubleshooting.

Semantic search

I helped implement semantic search so users can type questions in plain language instead of hunting for exact keywords. Asking "what happens when a seller misses a shipment deadline" returns relevant articles even if those exact words do not appear in the content.

Multi-flow navigation

Support topics often branch into related subtopics. I designed the navigation to let users move through these flows without losing context, making it easy to drill down into specifics or jump to related articles.