As the Product Designer, I:

• Identified usability issues via personal experience and feedback
• Redesigned the support discovery and escalation flow
• Created UI components that made support contact more visible
• Prototyped new flows in Figma and validated with users
• Suggested micro-interaction improvements to enhance clarity

This impacted trust and usability for a core support need.

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Users were facing:

• Low visibility of the support contact option
• Confusing pathways through help articles
• Difficulty reaching human support quickly
• Increased time spent resolving issues

This impacted trust and usability for a core support need.

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• Research: Documented where users encountered friction in support
• Ideation: Mapped simplified support paths from issue to resolution
• Prototyping: Built clickable prototypes to demonstrate improved flows
• Validation: Tested with users to confirm increased clarity and efficiency

• Visible support entry point: Clear contact support icon
• Seamless navigation: Reduced steps between problem and real support
• Micro-interactions: Reinforced confidence through visual feedback
• User-centric paths: Removed barriers hiding support resources

The redesign resulted in:

• Easier discovery of support options
• Faster access to human assistance
• Reduced confusion and user frustration
• Enhanced trust in the platform’s support ecosystem