Aeon Stellar Commerce Inc. is preparing to launch StellaEats, a mobile food marketplace app, on July 1, 2025. The goal of this project is to support StellaEats by identifying common user challenges, improving technical documentation, and preparing an efficient customer support strategy. The project aims to enhance the user experience by analyzing potential issues users might face and ensuring that the app's documentation is clear and comprehensive. This will involve reviewing existing user feedback, conducting usability tests, and benchmarking against competitors. The project will also focus on developing a proactive customer support strategy to address user inquiries effectively and efficiently. By achieving these objectives, StellaEats will be well-positioned for a successful launch and user adoption.

The project will result in a comprehensive report detailing common user challenges and recommendations for improvement. Additionally, an updated version of the technical documentation will be produced, ensuring clarity and ease of understanding. A strategic plan for customer support will be developed, outlining key processes and response protocols. Deliverables include:

- A user challenges report with actionable insights.

- Revised technical documentation.

- A strategic customer support plan with FAQs.

Project Scope and Tasks:

Over the course of this collaboration, students will:

• Simulate and document user experiences as a StellaEats customer or vendor
• Identify common user questions, bugs, and communication gaps
• Categorize simulated “tickets” based on recurring support issues
• Evaluate onboarding and FAQ content for clarity and usefulness
• Propose practical improvements to reduce support volume and improve customer satisfaction
• Draft customer-facing support responses and FAQ entries

Final Deliverables:

Ticket Categorization Report

• Simulate and categorize at least 10–15 common user issues (e.g., login errors, checkout confusion, filter use)
• Include recommendations for support prioritization and potential automation

Customer Support Strategy Guide

• Draft sample email/chat responses for top 3 support issues
• Include tips for tone, escalation, and first-contact resolution
• Optional: Flowchart for user triage and support routing

StellaEats Help Center Draft (FAQ)

• Create or revise at least 10 FAQ entries (Markdown, Google Doc, or slide format)
• Categorized into logical groupings (e.g. Getting Started, Dietary Profiles, Orders)

Support Workload Plan (Optional Stretch)

• Suggest how StellaEats could manage early-stage customer support
• Include roles, hours, tool suggestions, and expected user volume estimates

Final Presentation (Live or Recorded)

• Team-led 10–15 minute recap of findings, insights, and recommended solutions
• Includes visuals (slides or demo links)
• Delivered live with feedback from the StellaEats team

Student Benefits:

• Hands-on help desk training in a real mobile app context
• Build communication, documentation, and technical support skills
• Get exposure to user onboarding and startup launch operations
• Receive professional feedback and mentorship
• Optional spotlight in StellaEats founder community or referral letter

Company Overview:

StellaEats is a woman- and immigrant-founded food tech company based in Canada. We’re building inclusive, AI-powered food access tools for people with dietary restrictions — and supporting local vendors who make healing, cultural, and allergy-safe products. We are launching our app on July 1, 2025, and this collaboration will support our customer experience team during launch prep.

Mentorship & Communication:

• Kickoff Orientation with Founder or Operations Team
• Weekly async support via Slack or Notion
• Final Presentation attendance and live feedback
• Written feedback via Riipen at project end

Preferred Student Skills:

• Technical writing
• Problem-solving
• Communication and customer service
• Help desk thinking / ticket systems
• Teamwork and structured feedback