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
Solution
Contextualise help center
Category wise assistance
Hot users
Cold users
Cold : Non Kyced user
HOT : Kyced user & transacted
Enter your search queries here
9:41
Choose a category for assistance
INDstocks
US Stocks
My profile & KYC
Mutual funds
Federal bank
Fixed Deposit
Insurance
Payments
Minisave
CC & tracking
NPS
Instacash
Instaplus
Rewards & referral
Other investment
Networth
View less
KYC in progress
Registration
Step 1 of 4
PAN verification failed
Please ensure that your PAN and Date of Birth match the details on your official PAN Card. Double-check for any typos and try again.
Verify now
Raise a ticket
Help centre
My tickets
9:41
My tickets
Get help with recent orders
All
IND stocks
US stocks
Mutual funds
Product name
AMC/stock name
Date, time
Amt
Txn type
Mutual fund
JM Large cap fund (Direc...
9:00PM , 23rd Mar’24
₹9,999
Daily SIP
IND stocks
Tata motors
9:00PM , 23rd Mar’24
₹9,999
FNO sell
Mutual fund
HDFC direct fund
9:00PM , 23rd Mar’24
₹9,999
Switch
View all
INDstocks Wallet
₹10,52,658.90
Withdraw
US Stocks Wallet
₹1,908.89
Withdraw
Manage SIP
Choose a category for assistance
INDstocks
US Stocks
My profile & KYC
Mutual funds
Federal bank
Fixed Deposit
View more
Enter your search queries here
Note
Facing technical issues with Federal Bank KYC
Our partner bank is facing issues, right now. If you have any query related to Federal KYC, please raise a ticket, our support representatives.
Active Tickets
Show all
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Open
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Open
Center for all the tickets
Center for all the tickets
Quick search function
Quick search function
Last interacted state of KYC along with possible explanation of issue.
CTA to complete the journey & raise issue
Note box for downtimes or imp informations
Access to active tickets with status
A section for last 5 transaction for all active segments. as 80% of user queries are from last 5 transaction and last 2 active product
Option to withdraw money and manage SIP
Catalog of categories all active categories
Catalog of categories all active categories
Past 5 transactions from each category
Option to see more transactions
For queries related to portfolio values
For tracking related issues
Section of FAQ’s
If users is not able to find any resolution they can directly raise ticket or reachout
9:41
Help centre
INDstocks
Wallet
SIP
Trade
IPO
Pledge
AMC/stock name
Date, time
Amt
Txn type
SIP Deposit- IRCTC
Date, time
₹9,999
TATA Power
9:00PM , 23rd Mar’24
₹9,999
FNO sell
TATA Power
9:00PM , 23rd Mar’24
₹9,999
Pledge
View all
INDstock account balance
Wallet deposit
₹5,67,900
Current Portfolio
₹5,67,900
External Portfolio
₹5,67,900
Track your external INDstocks portfolio
Track your wealth at one place, access safe and accurate real time data
Track now
Raise a ticket
Choose category to connect with us
Account details
Transfer shares
Reports
Cost & charges
Corporate actions
Still experiencing issue?
Create a ticket and we will reply as soon as possible. Support window is open 8am-7pm , Mon - Sat
Request call back
Raise a ticket
KYC in progress
Registration
Step 1 of 4
PAN verification failed
Please ensure that your PAN and Date of Birth match the details on your official PAN Card. Double-check for any typos and try again.
Verify now
Raise a ticket
9:41
Help centre
INDstocks
Choose category to connect with us
Account details
Transfer shares
Reports
Cost & charges
Corporate actions
Still experiencing issue?
Create a ticket and we will reply as soon as possible. Support window is open 8am-7pm , Mon - Sat
Request call back
Raise a ticket
Ticket creation flow
Ticket Management
9:41
Raise a ticket
Get a reply under 12 hours
Raise a ticket
Select Issue
PAN verification failed
Describe your issue in detail
Type here...
Upload media
Max 6 files; 5MB each
Record Voice
Max 2 voice notes
Issue was pre-filled based on which flow user is starting the flow
Description of the issue
Instead of typing users can record their issue, this solves issue of language barrier , people who are unable to write & describe
Introduced 3 different tabs “ all , open , resolved issues
The ticket card has key information
Product name
ticket ID
time and date of creation
Along with a TAG indicating status
For tickets that were resolved with 24 Hrs this nudge was shown to evoke a sense of fast service
Same component was used for taking feedback
Option to add supporting documents to help executive understand query better
9:41
Raise a ticket
Get a reply under 12 hours
Raise a ticket
Select Issue
PAN verification failed
Describe your issue in detail
Type your issue here
Tax report for FY 23-24
Image....
Image2344...
1.20 s
Upload media
Max. 6 files allowed
Record Voice
Max 2 voice notes
9:41
Raise a ticket
Ticket created sucessfully
Ticket ID: 19756567
9:41
Raise a ticket
Issue
PAN verification failed
Describe your issue in detail
Type your issue here
Record
Supporting document (optional)
Max 6 files allowed of 5MB each
Supported type: gif, png, jpg, jpeg, pdf, doc, xls, csv
Upload
Raise a ticket
Get a reply under 12 hours
Start recording a voice note
You can record issue in any language
(max. 2 mins)
Record
9:41
Raise a ticket
Issue
PAN verification failed
Describe your issue in detail
Type your issue here
Record
Supporting document (optional)
Max 6 files allowed of 5MB each
Supported type: gif, png, jpg, jpeg, pdf, doc, xls, csv
Upload
Raise a ticket
Get a reply under 12 hours
Start recording a voice note
You can record issue in any language
(Max. 2 mins)
1:02
Recording...
Pause
9:41
Raise a ticket
Issue
PAN verification failed
Describe your issue in detail
Type your issue here
Record
Supporting document (optional)
Max 6 files allowed of 5MB each
Supported type: gif, png, jpg, jpeg, pdf, doc, xls, csv
Upload
Raise a ticket
Get a reply under 12 hours
Start recording a voice note
You can record issue in any language
(max. 2 mins)
1:02
Paused
Resume
Upload
9:41
Raise a ticket
Get a reply under 12 hours
Raise a ticket
Select Issue
PAN verification failed
Describe your issue in detail
Type your issue here
Tax report for FY 23-24
Image....
Image....
Image....
Image....
Image....
1.20 s
Upload media
Max. 6 files allowed
Record Voice
Max 2 voice notes
Recording9875.mp4
0:00
1:02
Help Center
My tickets
9:41
All
Open
Resolved
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Open
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Open
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Resolved
Issue resolved in 24 mins
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Resolved
Feedback pending
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Resolved
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Open
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Open
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Open
Help Center
My tickets
9:41
All
Open
Resolved
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Help Center
My tickets
9:41
All
Open
Resolved
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Issue resolved in 24 mins
US Stocks
#1853587ABHf777
9:30 PM, 23 March
Feedback pending
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March
Indian Stocks
#1853587ABHf777
9:30 PM, 23 March