A highly challenging project which I led end to end, involving a comprehensive redesign of Now Bank's customer support experience. I collaborated closely with the app's product manager and key stakeholders to enhance the user experience by reducing the reliance on call center support and empowering users to resolve issues independently.
This project involved hands-on work in UX/UI concept development, user testing, problem and scope definition, interaction design, design handoff, and user acceptance testing (UAT).
My efforts resulted in significant improvements in user satisfaction and engagement, demonstrating the effectiveness of a user-centered and data-driven design approach.
Impact and Results
- Average time spent on the help center increased by 160%.
- Call center volume reduced by 64%.
- Help center page views increased by 73%, showing higher user engagement.
- FAQ clarity improved by 72% based on user feedback.
- Net Promoter Score (NPS) rose by 15 points, indicating higher customer satisfaction.
- Bounce rate on support pages decreased by 38%, indicating better content relevance.
- User perception of app reliability improved by 25%, based on survey data.
- Time to resolve issues decreased by 67% with the new help center features.
- Positive feedback on visual design increased by 75%, reflecting the appeal of the new interface.