Creative Lead Transforming Brands + Elevating Customer Experiences Art Direction, Branding, UX Design, Illustration Available for Hire
Creative Lead Transforming Brands + Elevating Customer Experiences Art Direction, Branding, UX Design, Illustration Available for Hire

Contact Support UX Optimization

Summary
We noticed that there was a large uptick in support tickets being opened for simple problems - there were simple answers, but they were buried within the Support portal's taxonomy! Through AB testing, we were able to land on a solution that got people answers that they needed FAST, while also severely decreasing the amount of support tickets coming in. A win-win for everyone!
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What I LOVED MOST About This Project:

Through AB testing, we were able to validate my original idea for fixing the problem! I love it when I’m right… 😉

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This Project's Tech Stack:
Before We Made Changes

It wasn’t clear to users that if you select “Admin” or “Individuals”, you’d land on a page with a plethora of frequent problems and how to solve them. Folks were skipping the page all together and clicking “Contact Support” at the bottom of the page to open a ticket… it could be hours or even DAYS before a customer got an answer to their problem!

After Several Rounds of A/B Testing

By providing clearer pathways to answers, we were able to dramatically reduce the amount of “Contact Support” tickets that were being opened, ultimately getting customers answers that they needed way faster. By posing a question in addition to surfacing common topics for each section, users were able to see that they can get answers quickly, without the help of others.