Senior Strategic Program Lead · Coinbase · 2025
WTFT.
Whitney Trujillo's Favorite Tool.
The transaction lookup tool built at Coinbase as a citizen developer — engineering-grade impact without the engineering-grade headcount ask. Targeting a -2.33 bps reduction in support contact rate and $94K–$370K in projected annual savings once fully deployed.
Context
Agents and support teams needed a fast, direct way to look up transaction details without waiting on engineering resourcing for a proper internal tool. Every manual lookup was a support contact that didn't need to happen — and there was no roadmap slot for a team to build the fix.
Approach
Scoped WTFT as a citizen developer — no engineering-team allocation required to start.
Built the tool end to end, from requirements through a working, deployable version.
Modeled the projected support contact rate (SCR) impact against historical lookup volume to size the opportunity.
Quantified the savings case at $94K–$370K per year to make the business impact concrete for stakeholders.
Positioned the build for full deployment as a repeatable pattern for future citizen-developer tooling.
Outcome
Targeted SCR reduction
Projected savings
Citizen-built tool
Scoped and shipped without a dedicated eng team.
Once fully deployed, WTFT is projected to cut support contact rate by 2.33 bps and save $94K to $370K a year — proof that a citizen developer with the right scope can deliver engineering-grade impact without an engineering-grade headcount ask.
Reflection
We don't wait in the backlog for someone else's roadmap. If the ROI is clear, we build it and let the savings make the case.