Designing a Feature That Reduced
Support Queires

Revamped the dashboard of a baby monitoring app, which is handled by a third party service provider
I led the end-to-end design direction of mobile experience. The new design was loved by people & helped us decrease crib returns.

TIME LINE

Dec 2023—Early 2024

MY ROLE

Product Designer

PLATFORM

IOS & Andriod

Understanding the Problem

At XPayBack, the support module is where users turn when something goes wrong—be it a glitch or a payment issue. As we began redesigning the app, we realized this experience wasn’t doing enough when users needed us most. So I took a step back, walked through the journey myself, uncovered moments of frustration, and started reshaping the flow to feel more helpful, clear, and human.

Chaos Of Challenges

01 Repeated Queries to the support agent

Data shows that 86% of the tickets received by XPayBack today are general queries. This creates a burden for support agents who have to provide the same answers repeatedly.

02 Poor in app FAQ

In the current App, customers can seek help by emailing or calling the support team, but this process can be tedious, leading to a lack of satisfaction among most users.

The Goals

01 Reduce tickets received to the agent

In the new XPayBack App, our aim is to reduce the number of tickets received for general queries by the support team to less than 50%.

02 Smooth User experience

The current support flow is a bit confusing and a burden for the end user. Our aim is to make it more user friendly.

Outcome & Impact

01 Improved App support

By providing articles upfront, users are able to clarify their doubts instantly. Showing answers for general queries upfront helped users get things resolved without the need for a ticket.

02 Reduced Support Calls by 40%