project
F.A.ST.
Frontline Alert SysTem
About
F.A.ST. is an internal communication tool I developed for Zillow's frontline support teams, with a user base of 1,000+ employees. It brings outages, incidents, and urgent operational updates directly into Chrome, rather than relying on consultants to catch a message in Slack or email.
A web-based Control Room lets leaders create and manage alerts, target specific lines of business, and track acknowledgments. The companion Chrome extension surfaces updates through desktop notifications and an in-page sidebar, where consultants can review, snooze, or acknowledge alerts without leaving their workflow.
The goal is straightforward: make important updates harder to miss, keep notifications relevant, and give leaders visibility into whether those updates have been read.
Features
- Three severity levels—Critical, Warning, and Info—to distinguish urgent incidents from lower-priority updates
- Line-of-business targeting so consultants receive alerts relevant to their teams
- Desktop notifications, an extension badge, and an in-page sidebar for reviewing active alerts
- Required acknowledgments and read receipts for updates that need confirmation
- Reusable alert templates, scheduled publishing, and automatic expiration
- Searchable alert history with filters for finding current and resolved updates
- Engagement analytics covering acknowledgment rates, response times, alert volume, and resolution metrics
- Slack webhook support for publishing alerts to selected channels