Support Hub Tickets Page Design

Hi Designers 👋

Check out these tickets pages I designed for a Support Hub/Help Centre.

The Problem

The existing application lacks a coherent information hierarchy, resulting in a poor user experience. This inefficiency leads to a large number of customer service calls, indicating a need for improvement in self-service capabilities.

Approach

Design System

To promote consistency across all our digital platforms, we initiated the project by establishing a comprehensive Design System. Collaborating with a fellow developer, we chose to build the new portal with the integration of the Contentful API. Together with our graphic designer, we have also built a new font and color library that we can use across future applications.

Information Gathering and Analysis

• Arranged a series of meetings with stakeholders to pinpoint the use cases and user stories. This is how I came to understand the issues we encounter with the existing application and their ideas for the upcoming application.

• Conducted field research and in-depth interviews with the support team, which allowed us to pinpoint critical issues with the current application. We organised all the collected information into a mind map and user flow diagrams using Miro.

Results

The redesigned user portal delivers several enhanced functionalities:

• A search bar feature to quickly locate articles containing solutions.

• Access to detailed, step-by-step guides within articles.

• The ability to submit support tickets directly to the customer service team.

• A mechanism for filtering different types of tickets to discover relevant case solutions.

• A history log to review resolved tickets for reference.

• An improved navigation experience across diverse content categories.