OSC Sprocket Product Lookup
An interactive performance support tool designed to help customer service agents quickly identify sprockets and retrieve relevant product information. The solution simplifies product searches by providing two lookup methods based on the information available during a customer interaction.
Macro-free Excel workbook (.xlsx). Open in desktop Microsoft Excel and enable editing if prompted. To start over, clear the yellow input fields.
The Challenge
Customer-facing employees frequently need access to detailed product information that is impractical to memorize. When information is spread across multiple resources, locating the appropriate product can interrupt the customer interaction and increase the cognitive demands placed on the agent.
The challenge was to provide a centralized resource that supports accurate product identification while minimizing the amount of information agents must navigate.
The Solution
I designed and developed an Excel-based lookup tool with two distinct search methods:
Search by Specifications: Agents enter the chain size, number of teeth, material, and hub style to retrieve the corresponding product number, product family, availability, and recommended next step.
Search by Product Number: Agents enter a known product number to retrieve its specifications, product family, availability, and recommended next step.
The tool incorporates lookup formulas, dropdown selections, clearly marked input cells, and separate reference data to provide a streamlined, agent-facing interface.
By distinguishing required inputs from returned information, the design allows agents to focus on the information needed for the current customer interaction.
Design Approach
The solution was designed to complement other learning and performance support resources.
The Sprocket Fundamentals course establishes foundational product knowledge, while the lookup provides access to detailed information agents do not need to memorize.
The Customer Call Flow serves as the connecting resource, directing agents to the lookup when product identification is required.
Together, these resources demonstrate an approach that combines foundational learning with point-of-need performance support.
Professional Application
This portfolio artifact adapts an approach I originally developed to address a performance challenge following a corporate acquisition.
With thousands of plan options across 50 states, telesales agents needed a practical way to retrieve benefits information that was otherwise contained in an extensive reference handbook.
I identified seven underlying coverage variations and developed an Excel-based lookup solution that used plan codes to retrieve the appropriate information.
As the sole designer, I worked with subject matter experts and conducted pilot testing to refine the solution.
The original tool was implemented for telesales agents, subsequently adopted by additional teams, and became a reference for similar tools. It received positive feedback from agents, SMEs, and leadership while reducing reliance on the original handbook.
About This Portfolio Artifact
This fictionalized adaptation applies the same performance support principles to the Outerspace Sprocket Company product catalog.
The interactive Excel workbook demonstrates two lookup methods that support product identification during customer interactions.