Carrefour Order Autonomy and Backoffice Platform
Overview
Project of a platform to improve user experience in the logged-in area and order page, enabling customers to clearly view order details and have autonomy to cancel, return, or exchange orders.
The system also aimed to reduce customer contact with the call center (SAC), lowering operational costs, and enhance agent experience, enabling faster issue resolution.
The solution integrates React frontend, BFF, and GCP-based microservices, providing consistency and control over different product types coming from multiple systems.
Strategic keywords: user experience, order autonomy, order reversals, call center efficiency, backoffice portal, microfrontends, React, BFF, GCP, microservices, workflow validation, heterogeneous data integration.
Architecture
The architecture was designed to integrate frontend, BFF, and order microservices, ensuring clarity and autonomy for end users, while efficiently supporting call center agents.
Architectural Pattern
- Backend-for-Frontend (BFF) for unified API access and integration of heterogeneous systems
- Order microservices hosted on GCP
- Microfrontends for backoffice portal
- Order reversal flow validation based on order status and payment method
Technologies and Services Used
- React for building the user interface and “My Account” / Orders page
- Node.js (BFF) for orchestrating calls between frontend and microservices
- GCP for order microservices and data processing
- Microfrontends in the backoffice portal for maintenance and performance improvements
- Validation of cancellation, return, and exchange flows based on order status
My Main Contributions
- Developed the order reversal flow, allowing customers to choose refund methods based on payment type
- Enhanced the “My Account” and Orders page, improving user autonomy and clarity
- Maintained and optimized the backoffice portal, reducing latency while minimizing impact on call center operations
- Implemented BFF to unify data from multiple systems and product types
- Planned deployment windows strategically to avoid disrupting agent workflows
Impact
- Customers gained greater autonomy and clarity in managing their orders
- Reduced contact rate to the call center, lowering operational costs
- Faster and more efficient backoffice portal for call center agents
- Effective integration of heterogeneous data from multiple systems
Order management and backoffice platform focused on user autonomy, operational efficiency, and continuous improvement of customer experience.