This global software & technology enterprise required customer support solutions in a case of rapid expansion. The requirement was to consolidate a multitude of support platforms and resources. The challenge was resolving a convoluted and confusing support experience, integrating multiple systems, complex product hierarchy, multiple levels of authentication, and creating self-service solutions to reduce call center volumes.
My Role
Conducting user interviews
Creating user personas and journey maps based on interview insights
Driving decisions around information architecture
UI/UX wireframing & design
Tailoring client design system to create new array of components which are compatible with SaaS platform
Writing user stories
Validating front-end development
Results
Better adoption due to improved employee experience
Reduced costs to client due to intuitive automation
Clean and efficient design incorporating established brand standards and design system
