My Role
Freelance Product Designer
Skills
Product Design
User Testing & Research
Impact
Reducing Ticket Volume to Cut Costs
We're studying the ratio of help center searches to ticket submissions, with each resolved ticket costing about $50.
Increase CSAT from 21 to 40
Our goal is to raise CSAT from 21 to 40 through a Help Center redesign, enhancing customer satisfaction.
As part of our commitment to being Champions of Customer Service, we set out to redesign our Help Center to better serve our customers and align with our evolving brand. Our goal was to create a modern, intuitive support experience that empowers users to find the information they need quickly and efficiently.
This initiative focused on:
Enhancing Brand Consistency
Ensuring the Help Center reflects the look and feel of our modern brand.
Optimizing for Customer Journeys
Structuring content around user needs, jobs to be done, and opportunities for value realization.
Modernizing Content Discovery
Introducing a searchable, filterable video library to support different learning styles.
Personalizing Customer Communication
Developing a centralized customer hub to streamline critical account-related updates and improve transparency.
By redesigning our Help Center with these principles in mind, we aimed to create a seamless, user-centric experience that reinforces our brand’s commitment to exceptional customer support.
We rebuilt the entire platform for smartphones. Sellers can now manage everything on the go, whether they're in a warehouse or a market. This was crucial for sellers in developing countries who often rely solely on mobile devices.
Lets a user to monitor shipments in detail, including location, contents, and any issues during transit.
We developed options to suit different seller needs. For those new to MCF or with low volumes, there's an easy single-order tool in Seller Central. For higher-volume sellers, we offer bulk creation through spreadsheet uploads.
Beyond Assumptions
Proposing a new Amazon FBA branch, rather than a simple reskin, taught me to think beyond the brief.
Mobile-First for Global Reach
I saw firsthand how prioritizing smartphone users can dramatically increase adoption, especially in developing markets.
Continuous iteration
Iterative design based on user feedback drives success. Continuous improvement leads to better outcomes and higher satisfaction.