How Has Coupang Handled Incidents that Hurt Customer’s Order Experience?
Coupang’s system changes and development have been done quickly in line with its fast growth and as a result we experienced many incidents during the process. We have learned from the incidents, improved and handled the system but have not been able to counteract the trend. In response, we came up with a concept called CSP (critical serving path), selected metrics and areas to focus on, changed the DNA of engineering organizations and thereby ultimately improved the system which resulted in significantly less incidents and the ability to take on more daunting challenges.
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