Help Center

Overview

albo, a rapidly growing financial app, initially relied on an immediate chat-based customer service system. However, as user numbers soared, this approach became unsustainable for support agents, demanding a comprehensive revamp.

Role & Duration

Product Design Lead, 1 month.

Problem

The existing chat-based support wasn't scalable and required immediate action. Our mission was to transform the entire experience, focusing on proactive problem prevention and reducing unnecessary agent interactions.

Solution

We implemented a multi-pronged approach:

• Streamlined Help Section: We meticulously documented and organized the "most asked questions" and related troubleshooting steps within a readily accessible help section inside the app. This empowered users to find solutions independently, reducing reliance on live support.

• Targeted Content: Based on support data, we authored clear and concise articles addressing frequent issues and offering step-by-step solutions. This proactive knowledge base aimed to equip users with self-service capabilities.

• Prioritized Support: For complex inquiries requiring assistance, a streamlined in-app support contact option was provided. The system efficiently routed requests to agents, ensuring quicker response times and focused solutions within 10 minutes.Challenges

Challenges

The tight development timeframe limited extensive usability testing. Nonetheless, the implemented solution represented a significant step towards a more sustainable and user-centric support experience.

Disclaimer: Due to confidentiality agreements, some details of this project may be omitted or generalized. Please contact me directly for further information.