A full-stack Case Management application built on the Pega Platform to automate the end-to-end device upgrade and trade-in process for Verizon customers. This project streamlines a complex customer journey into a simple, self-service experience.
This application was developed as a portfolio project to demonstrate core competencies in low-code application development, case lifecycle design, data modeling, and UI/UX implementation using the Pega Platform.
- Customer Self-Service Portal: A modern, responsive user interface for customers to initiate and track their upgrade requests.
- Dynamic Trade-In Estimation: An interactive form that provides customers with an instant trade-in value for their old device.
- Automated Case Lifecycle: An end-to-end business process that manages the request from submission, through fulfillment and trade-in inspection, to final completion.
- Role-Based Workbenches: A dedicated user interface for employees (
TradeInProcessor) to review, inspect, and approve trade-in submissions. - Automated Communications: The system is designed to send automated status updates to customers at key milestones in the process.
- Integration-Ready: Built with integration points for (mock) inventory, shipping, and billing systems.
- Platform: Pega Platform™
- Methodology: Pega Case Management
- UI Framework: Pega Cosmos Design System
- Database: Pega-managed relational database
This application is designed for two primary personas:
- Customer: A Verizon customer who accesses the self-service portal to initiate an upgrade and track its status.
- Employee (TradeInProcessor): A Verizon employee who uses the back-office Case Worker Portal to manage their queue of assigned trade-in inspection tasks.
The core business process is modeled as a DeviceUpgrade case type with the following stages:
| Stage | Description |
|---|---|
| Submission | The customer selects their new device and provides details about their trade-in device. |
| Review Submission | An automated step to verify eligibility and details. |
| Fulfillment | The new device is ordered and shipped to the customer. A trade-in return kit is sent out. |
| Trade-In Processing | The employee receives the customer's old device, inspects its condition, and confirms the final trade-in value. |
| Completion | The case is resolved, and a credit is applied to the customer's bill. |
(Placeholder: Replace these with actual screenshots of your application)
This is a Pega Platform application. To install it:
- Obtain the application archive (
.rapfile). - Import the RAP file into a Pega Platform instance using the "Import wizard" in Dev Studio.