Enhancing Customer Support Experience

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.

As a seasoned UX/UI designer, I had the opportunity to work on improving the customer support experience for Now Bank, a leading digital banking platform. My primary goal was to redesign the help center to reduce the dependency on call center support while enhancing overall customer satisfaction.

The existing help center at Now Bank consisted mainly of unclear FAQs without visual aids or detailed explanations, complemented by a few telephone numbers for call center support. This setup led to a high volume of calls and a less efficient customer service process.

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To align our goals and identify critical insights, I facilitated a workshop with key stakeholders from Now Bank. The most significant insight was the need to reduce call center dependence while improving the user experience.

Conducting interviews with users was a pivotal step in understanding their pain points and preferences. This user-centric approach provided valuable insights into their needs and behaviors.

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I led the design efforts through various stages, from ideation to execution, ensuring that each design iteration was tested and refined based on user feedback.

1) Ideation: Brainstormed and designed multiple potential experiences.


2) Usability Testing: Conducted surveys and usability tests during ideation and execution phases.


3) Final Design: Developed a final design incorporating user feedback and usability test results.

Implementing new data collection methods was integral to our final design.

We utilized Mixpanel for metric analysis and incorporated quick surveys within the app to gather continuous feedback.

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To ensure the help center was not only functional but also engaging,I focused on a visual identity that was aligned with Now Bank's brand while making the experience interactive and appealing.