Streamlining support: A User-driven implementation that reduced resolution time by 60%

Client

German Fitness Influencer

Project type

Company Client Project

Role

UX Researcher & Tech management

Led end-to-end research and development to transform a hidden email-based support system into a user-centered help experience.

Frustrated Fiona, 28

Goals:

  • “I need instant answers, not endless email threads.”

  • “Why can’t I fix simple issues myself?”

The Challenge

Problem Statement:

"How might we make customer support faster, more accessible, and less frustrating for users of a fitness and recipes app?"

Pain Points:

  • Support was buried in the app (single email address).

  • Users struggled to resolve issues quickly ("I couldn’t find help for my login error!").

  • No self-service options led to repetitive queries.

Process

Collected data from client feedback, 100+ app store reviews, customer emails, and stakeholder input.

  • Organized insights into empathy maps to visualize pain points :

    • “I sent 3 emails and got no reply!” (Ghostee Anna)

    • “I don’t even know where to click for help!” (Confused Cara)

Blocked Liza journey

Personas and User Journey Maps

  • Ghostee Anna: “No response after days—I felt ignored!”

  • Confused Cara: “The support email is impossible to find!”

  • Clueless Sara: “Why can’t I solve this myself?”

  • Blocked Liza: “My app crashed, and I lost my progress!”

User Journey Maps

  • Highlighted frustration peaks (e.g., users abandoning the app after failed support requests).

Identifying Opportunities & Inspiration


Competitive Research:

  • Studied apps like MyFitnessPal and Headspace.

  • Key Insight: Competitors used chatbots and FAQs—not just email.

Structured Solutions:

  • Created user flow diagrams to simplify support interactions.

  • Extracted adaptable elements (categorized tickets, self-service FAQs).

Offering Value

“How Might We” Ideation:

  • “How might we make it easier for users to get faster feedback?”

Core Solutions:

  1. Categorize Problems: Users select issue types upfront (e.g., login, payment).

  2. Knowledge Base/FAQ: Self-help articles for common issues.

  3. Automatic Feedback: Status updates post-request.

Prototyping

Final Concept

  1. Smart Forms: Users submit details upfront (screenshots, error codes).

  2. Empowerment: FAQ hub for quick fixes.

  3. Transparency: Automated updates and progress tracking.

Iterations

  • Developed paper prototypes → refined in design critique sessions.

  • Simplified navigation: Moved support from hidden menus to the home screen.

Collaboration & Implementation: Leading Technical Deployment

Research Handoff

  • Action: Worked with developers to prioritize features (e.g., auto-replies > FAQ hub).

  • Tool: Shared annotated Figma files and user journey maps via Jira.

  • Challenge: Balancing UX ideals with backend constraints (e.g., real-time sync delays).

Technical Scoping

  • Collaborators: Backend engineers, product managers.

  • Outcome: Phased rollout plan:

    • Phase 1: FAQ hub + basic auto-replies.

    • Phase 2: Real-time status tracking.

Takeaways

Efficiency

60%

Categorized requests reduced resolution time by 60%.

User Empowerment

25%

FAQ hub deflected 25% of repetitive queries

Want to See More Work?

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Contact Me

Email

tarek.hassan.it@gmail.com

LinkedIn

Location

Cologne, Germany