Introduction

As the sole product designer, I spearheaded the redesign of the customer support experience for the Mobile Premier League (MPL) app. The business objective was to enhance user satisfaction and streamline support processes ;

My role involved extensive user research, interface redesign, and cross-functional collaboration. This project not only met business goals by improving support efficiency and user engagement but also significantly contributed to my growth as a designer, honing my skills in user-centered design and effective teamwork.

Design process

• USER RESEARCH

  • Conducted extensive user research through surveys and feedback to identify pain points in the existing support system.

  • Analysed user interactions and support ticket data to uncover common issues and areas for improvement.
    
    

• INTERFACE DESIGN : HIGH TO LOW-FIDELITY

  • Redesigned the support and FAQs interface for better usability and accessibility.

  • Implemented clear navigation paths, improved search functionality, and categorised FAQs to ensure users could quickly find the information they needed.

  • Developed interactive support features, including guided troubleshooting and dynamic FAQ suggestions based on user queries.
    
    

• STAKEHOLDER COLLABORATION

  • Worked closely with cross-functional teams, including data analytics, engineering, and product management, to align on goals and integrate feedback.

  • Conducted regular design reviews and user testing sessions to refine the interface and ensure it met user needs.

Results

• USER ENGAGEMENT

  • Improved user engagement with the help page, resulting in a 34% reduction in funnel drop-offs.

  • Users found support information more easily, leading to faster issue resolution.
    
    

• OPERATIONAL EFFICIENCY

  • Increased the accuracy of ticket categorisation, enabling more efficient handling of support requests.

  • Reduced agent interaction costs by 25% due to better self-service options and streamlined support processes.
    
    

• USER SATISFACTION

  • Significantly enhanced overall user satisfaction with the support experience, reflected in positive feedback and higher user retention rates.