Helpcenter
Design, build and launch Helpcenter for all 8 cities. The FAQ articles for IOS, Android and web were not in-sync and we require developer's help to update the articles. This was not proven productive due to the urgent nature of the business and short notice given to update the FAQs.
Issue
There is a huge bottleneck in terms of issues needed to be fixed on CS department. The FAQ section isn't automated and every question that needs to be edited or created has to go through the tedious Jira process and involves the engineers which will take weeks just to get one copy publish. It was not effective. The CS team did not have enough manpower to cater to hundreds of concurrent live chats hence the need for a comprehensive interactive FAQ solution in the app. At that moment, what could have been solved using the FAQ was manually handled by the CS team but due to the lack of manpower, most of the customers end up frustrated and leaving after waiting for more than 1 minute to talk to a CS rep.
Process
During my preliminary research, I discovered 20% of the tickets created can be resolved by the users themselves and another chunk could be automated. This helps reduce the CS reps burden. I was tasked to find a solution to help consolidate all the FAQ articles, reduce the ticket creation numbers, streamline the internal process and make the Helpcenter accessible on all platform. This involve studying Zendesk structure and flow to better understand how tickets are created and how their features could help streamline to make things better.
Research (gather data from BE, CS rep interviews, stakeholder meetings) > Requirements > Design > Review > Web frontend development work > QA > Launch > Measure > Progress report > Refine next steps
Interesting learnings
- when and where should relevant FAQ be displayed in the user's entire journey in the app
- how to encourage self help and reduce ticket submission
- how to design and tag the questions properly for search & chatbot
- how to prioritize which FAQ (out of hundreds) to improve on based on quantitative data & findings
- how to design CS forms and tag it according to scenarios and priority. Which to automate and which are to be handled by CS reps.
- how to encourage self help and reduce ticket submission
- how to design and tag the questions properly for search & chatbot
- how to prioritize which FAQ (out of hundreds) to improve on based on quantitative data & findings
- how to design CS forms and tag it according to scenarios and priority. Which to automate and which are to be handled by CS reps.
Design
Design a workflow that works on both web and app.
Review
- Release to production after the design passed QA testing by the team.
- Measure and report improvements. Share monthly progress with stakeholders and team
- Gather feedbacks and continue to make improvements and bug fixes
