Project Context:
Designed the customer care platform from the ground up, introducing intuitive flows, a comprehensive FAQ section, and contextual support.
Impact:
Reduced support-related phone calls by 35% within the first quarter
Improved discoverability of customer care from 4+ clicks to just 1
Team of some amazing humans
Analyzing numbers from the Google Analytics
Find the right queries with keywords at the top of the website.
Final design
Incorporated some features, including “search bar in help menu,” “categories in help pages,” and “link embedded in answer”; those were the key takeaways based on user interviews as well as competitive analysis.
35% ✅
Improved discoverability and smarter self-serve options, allowing more users to resolve issues independently.
42% 🔻
Reduction in design-to-development time by building the component library alongside.
4+ clicks to 1
Key complaint and support options that were once buried deep in the site were brought to the surface.
28% ✅
Responsive design and mobile-first enhancements empowered users to resolve issues on-the-go.