Revamp of help center fast query resolution
Results : 20% reduction in customer support tickets, a streamlined user journey, and a more empowered, less frustrated user base.
Overview
This project is about the revamp of existing help enter of IND money app. It is fintech super money app which is used by appox 1.5million users for following purposes
Duration : 2 months design to launch
Role : Product designer
Addressing the problem
Current help centre of IND was a Library of FAQ’s. In order to find solution users has to go through layers of FAQs .
Generic Experience for All Users
No personalisation—same help centre for all users
Unstructured Navigation
User can only raise ticket on particular FAQ.
Multi-Step FAQ Access
Info was buried under 3–4 taps
Hidden Ticket creation CTA
Can only raise a ticket from certain FAQs.
Flat Hierarchy
All items look same; no cues.
Missing Escalation Path
No visible escalation option.
Competitor analysis
To get a better idea we went and did some competitor research
Research insights
Users seek support for their most recent actions
A majority of tickets originated from the last 2 products a user interacted with.
Support needs are transaction-driven
Over 80% of tickets were linked to the user's last 5 transactions, especially failed or pending ones.
Duplicate ticket behaviour was common
Users often submitted multiple tickets for the same issue, indicating confusion or lack of feedback on ticket status.
Misrouted queries created delays
Many users were raising tickets in the wrong category, resulting in slower resolution and added agent workload.
Results
The project was taken live on sept 2024 , which resulted in 20% of ticket to transactors reduction and improved customer satisfaction
Key learnings
Personalization beats a one-size-fits-all model
Clear, contextual content reduces user anxiety
Empowered users = fewer escalations
Future scope
Integration of chatbots
ML-based personalization to predict user issues