2021 RESEARCH | DATA ANALYSIS | BUSINESS STRATEGY | UX/UI DESIGN
COMPANY
Just Eat Takeaway (Thuisbezorgd.nl)
ROLE
UI/UX Designer & UX ResearcherCONTEXT
Thuisbezorgd.nl users often had doubts about the status of their food or wanted to modify their order. However, the old version of the Help Centre let them even more confused due to the poor content writing and overall structure and user flow. In addition, the only way to contact customer service was through a contact form, which would not solve their problem in time since their inquiries were taking more than 24h to be answered.
In this project, I was assigned to redesign the whole Help Centre as well as create new features like a chatbot and self-service tools that would empower users to modify their orders through the Help Centre.
