Project Case Study
Customer Service Portal Redesign & Chatbot Integration (Simulated Capstone)
University of South Florida – Project Management Certificate
This Agile project simulated the end-to-end delivery of a 4-month customer service portal redesign and chatbot integration for “Moodies,” a consumer footwear company experiencing rapid growth and increased support demand.
The objective was to improve self-service capabilities while reducing operational strain on customer support teams.
Business Objectives
Within 4 months of launch, the redesigned portal and chatbot aimed to:
Increase customer satisfaction by 20%
Reduce customer service representative workload by 40%
Reduce social media support inquiries by 80%
(Defined in kickoff deck and stakeholder alignment session)
Delivery Framework
Within 4 months of launch, the redesigned portal and chatbot aimed to:
Category
Methodology
Tool
Workflow States
WIP Limit
Timeline
Critical Path
Detail
Agile (Scrum-inspired with Kanban board in Jira)
Jira (custom workflow + WIP limits)
To Do → In Development → QA → Done → Released
3 items in development
4 months (multi-sprint delivery)
37 days for first milestone (network diagram)
My Role
Created Jira Kanban board with epics aligned to 5 major milestones
Defined backlog structure using user stories mapped to milestone outcomes
Established custom workflow with WIP limits to prevent overcommitment
Built full project plan including network diagram and critical path analysis
Developed comprehensive risk assessment using probability/impact matrix
Created weekly status reporting cadence for leadership and cross-functional teams
Developed stakeholder management and ownership grid
Produced budget and resource allocation strategy including vendor negotiation plan
Conducted retrospective and formal project closure analysis
Risk & Governance Controls
Risk
Scope expansion (marketing add-ons)
Legal compliance changes (state language laws)
Vendor integration conflict
Resource overload
Mitigation Strategy
Formal backlog reprioritization + escalation
Risk mitigation plan + stakeholder communication cadence
1:1 mediation + expectation alignment plan
Sprint capacity planning + WIP enforcement
Monitoring & Reporting
Delivered structured weekly status reports including health snapshot, risks, blockers, and action items
Managed communication plan for internal and external stakeholders
Implemented conflict resolution framework for cross-team misalignment
Key Deliverables Produced
Project Brief
Managing Stakeholders
Project Kickoff Deck
Agile Jira Plan
Project Network Diagram & Critical Path Analysis
Project Kickoff Deck
Risk Management Plan
Budget & Resource Strategy
Status Reporting Template
Conflict Response Plan
Project Closure Report