Republic's help ticket wizard
Republic's support system is an online platform that involves various facets of self service tools including help documentation, community forums, online chat, and help tickets. This was an effort to inject account related information throughout the support experience to reduce time to resolution, as well as provide the neccesary tools to users to better help themselves.
The goal is to make users feel heard and shorten time to resolution. Point out self service tools, and provide agents with issue details so provide a personalize experience. First touch point means "more." We aim to route users to the places they need to go.
Problem: High time to resolution for online help ticketing. Too much back and forth between customers and agents to establish a baseline of current issue.
Solution: Issue based approach to getting our users the help they need to shorten ticket resolution time (collect and triage issue upfront). A step-by-step wizard that presented account related information while presenting self service tools to help direct users to the correct place to get help.
Outcome: A human readable interface that decreased time to resolution and leveraged support documentation. Clear pike in CX after this feature rolled out. Streamlined approach that collected information needed upfront while pulling in relevant account information.
Role: UX/UI designer, strategist, IA, UX researcher. Collaborated with director of CX, support, and dev ui team.
User journeys and interviews
The goal of this project was to reduce time to resolution by presenting account related information as part of the help ticket ticket creation while also presenting self-help documentation and education to help deflect possible tickets.
Before we started the design process, the first thing we did interview to various members of our front-line support team to understand the triage and support process. This helped us identify main support categories and specific pain-points per category to see what we could tackle in a preventative manner.
issue based approach to support
Over the course of 8 months, we interviewed various members of our support team to understand and document pain-points from both an internal and customer perspective. This research informed the information architecture and main categories for the ticket topics. We found ways to streamline the process to better arm our agents to more quickly and accurately address user needs based on the issue.
Emotional iq
I wanted to find ways to address user anxieties, emotional state, and comfort with technology to better arm our agents with how customers were feeling about their issue. In an effort to make data collection more human, I used a conversation tone through the flows and offered users an importunities to tell us how they felt abuot the issue to make them feel heard.
interactive wireframes
Over 40 visual and workflow variations were produced to apply visual design to the new structure. A scripted usability study plan was also written which included specific goals and tasks for users. A total of 5 rounds of usability testing were conducted with a total of 10+ users; each round resulted in the modification of the visual design based on user feedback.
Launch and Learnings
This tool reduced time to resolution and has become a key asset in deflecting possible help tickets due to the presentation of self-help documentation an re-routing to self-service tools where appropriate. We are still learning and finding ways to better optimize the flows to help our users.
Check out the live site here
