Making online help better for small businesses

Overview

As a Senior Product Designer, I designed a new self-service experience for small-to-medium business subscribers at Nearmap.

This allowed them to manage subscriptions and access support online, freeing up support resources to assist Enterprise customers with more complex issues.

Challenges

One-size-fits-all: Challenges with the existing uniform support approach led to diverse ticket resolutions and an increase in ineffective support inquiries.

Un-measurable: Inefficiency led to higher customer dissatisfaction, impeding success evaluation and gap identification in the customer journey.

Resource constraints: High volume of support queries hindered addressing complex issues, worsening the situation.

Solutions

How can we help customers solve issues on their own online, so our team has more time for complex support needs?

Automation and personalisation: Automate and personalise interactions, provide better self-service options, and streamline communication channels and user preferences.

Education and resources: Improve user education with interactive tutorials, videos, and a robust knowledge base, fostering independent problem-solving and community collaboration.

Robust feedback mechanisms: Integrate customer feedback loops to tailor the support experience dynamically based on customer usage and satisfaction data.

Design roadmap and themes

Automate subscriptions: Deliver self-service subscription management. Test AI deflection with third-party integration. Utilize existing design system for subscription launch. Explore future concepts for enterprise scalability.

Automation support: Implement AI support for user onboarding and admin. Adjust styles for new branding. Implement and test AI solution for marketing website. Design AI integration for Help Center and Admin UI. Integrate new brand elements.

Personalisation: Conceptualise AI intergration into Nearmap map browser for geospatial tasks. Implement personalised dashboard and onboarding concepts with full AI integration platform-wide.

Summary

Addressing inconsistent support led to automating interactions, personalizing support, enhancing user education, and establishing feedback loops.

The aim was to reduce basic tickets, prioritize complex issues, and enhance user satisfaction and resolution times.

Success metrics included fewer low-value tickets, better digital experience ratings, and increased satisfaction levels for customers and agents.

I automated subscriptions, initiated support automation testing, and planned AI integration for geospatial tasks.