Design a phased migration plan for Support without hurting users

Problem Statement Description

Product context: DoorDash is a local commerce and delivery platform; its products include restaurant delivery, DashPass, grocery and retail delivery, merchant tools, and dasher tools.

DoorDash is planning to migrate its Support experience for grocery shoppers, such as moving cases, workflows, tooling, routing, or user-facing help paths from an existing setup to a new one. Grocery orders create unique support complexity: substitutions, missing items, cold-chain expectations, larger baskets, scheduled delivery windows, refunds, merchant coordination, and handoffs between shoppers, Dashers, stores, and customers.

Design a phased migration plan that minimizes disruption for customers while preserving trust, delivery reliability, and marketplace balance. The plan should account for high-stakes support moments where a poor transition could lead to delayed resolutions, incorrect refunds, merchant confusion, lower Dasher efficiency, or increased contact volume.

This is an execution question, so focus on how you would operationalize the migration rather than redesigning the entire support product. Clarify what is being migrated, who is affected, how you would sequence the rollout, how teams would coordinate, and how you would know whether to continue, pause, or roll back.

The migration plan should consider:

- The affected users and workflows, including grocery shoppers, Dashers, merchants, support agents, and internal operations teams

- Phasing strategy by geography, order type, issue type, customer cohort, store partner, or support channel

- Owners, dependencies, and coordination across Product, Engineering, Support Operations, Merchant Ops, Legal/Policy, Data, and Communications

- Readiness criteria before each phase, including tooling, agent training, macros, escalation paths, refund policies, and data instrumentation

- Go/no-go metrics such as contact rate, first-contact resolution, time to resolution, refund accuracy, customer satisfaction, order defect rate, and agent productivity

- Rollback or containment plans if the migration causes user harm, operational overload, or marketplace imbalance

- Communication plans for customers, agents, merchants, Dashers, and leadership during rollout

- Launch risks specific to grocery support, such as substitution disputes, missing-item claims, perishable goods issues, and delayed deliveries

Your goal is to present a practical migration plan that protects the customer experience while enabling DoorDash to safely transition Support operations. The interviewer is looking for structured sequencing, risk management, clear decision gates, cross-functional execution thinking, and an understanding of the trade-offs involved in changing support systems in a live local commerce marketplace.