Help Center
Help Center
Help Center
Ticket Reduction Solution
Ticket Reduction Solution
Ticket Reduction Solution
Overview
Overview
Rdesigning the Help Center experience to reduce CRM ticket volume while empowering users to resolve common issues independently. The solution introduces clear support classifications and action-driven self-service journeys, allowing users to complete critical tasks—such as card cancellation due to fraud—without raising a ticket or contacting an agent. The approach balances user needs with operational efficiency, improving both the customer experience and CRM workflow effectiveness.
Rdesigning the Help Center experience to reduce CRM ticket volume while empowering users to resolve common issues independently. The solution introduces clear support classifications and action-driven self-service journeys, allowing users to complete critical tasks—such as card cancellation due to fraud—without raising a ticket or contacting an agent. The approach balances user needs with operational efficiency, improving both the customer experience and CRM workflow effectiveness.
Rdesigning the Help Center experience to reduce CRM ticket volume while empowering users to resolve common issues independently. The solution introduces clear support classifications and action-driven self-service journeys, allowing users to complete critical tasks—such as card cancellation due to fraud—without raising a ticket or contacting an agent. The approach balances user needs with operational efficiency, improving both the customer experience and CRM workflow effectiveness.
Tech Stack
Figma
Design Tool
Tech Stack
Figma
Design Tool
Tech Stack
Figma
Design Tool
Tech Stack
Figma
Design Tool
Created
Created
2025
Process
Process
Problem
The CRM team was receiving a high volume of tickets and calls for actions that users could technically complete on their own (e.g. card cancellation due to fraud). This resulted in longer resolution times, higher operational cost, and user frustration.
Solution Overview
I redesigned the Help Center experience to guide users toward self-service actions before raising a ticket or contacting an agent, while also improving ticket classification for the CRM team.
Problem
The CRM team was receiving a high volume of tickets and calls for actions that users could technically complete on their own (e.g. card cancellation due to fraud). This resulted in longer resolution times, higher operational cost, and user frustration.
Solution Overview
I redesigned the Help Center experience to guide users toward self-service actions before raising a ticket or contacting an agent, while also improving ticket classification for the CRM team.
Problem
The CRM team was receiving a high volume of tickets and calls for actions that users could technically complete on their own (e.g. card cancellation due to fraud). This resulted in longer resolution times, higher operational cost, and user frustration.
Solution Overview
I redesigned the Help Center experience to guide users toward self-service actions before raising a ticket or contacting an agent, while also improving ticket classification for the CRM team.
Problem
The CRM team was receiving a high volume of tickets and calls for actions that users could technically complete on their own (e.g. card cancellation due to fraud). This resulted in longer resolution times, higher operational cost, and user frustration.
Solution Overview
I redesigned the Help Center experience to guide users toward self-service actions before raising a ticket or contacting an agent, while also improving ticket classification for the CRM team.
Samples
Samples
Proposed Solution
This solution demonstrates my approach to problem solving by simplifying a complex support journey into a guided, self-service experience. Instead of relying on free-text inputs or manual support, I designed a structured flow that helps users quickly identify their issue, select relevant options, and complete their request independently—reducing friction for users while improving clarity and efficiency for the CRM team.
Proposed Solution
This solution demonstrates my approach to problem solving by simplifying a complex support journey into a guided, self-service experience. Instead of relying on free-text inputs or manual support, I designed a structured flow that helps users quickly identify their issue, select relevant options, and complete their request independently—reducing friction for users while improving clarity and efficiency for the CRM team.
Proposed Solution
This solution demonstrates my approach to problem solving by simplifying a complex support journey into a guided, self-service experience. Instead of relying on free-text inputs or manual support, I designed a structured flow that helps users quickly identify their issue, select relevant options, and complete their request independently—reducing friction for users while improving clarity and efficiency for the CRM team.
Notes
A full revamp of the urpay app is currently in progress. Screens and UX updates will be shared here at a later stage. Stay tuned 😉
Notes
A full revamp of the urpay app is currently in progress. Screens and UX updates will be shared here at a later stage. Stay tuned 😉
Notes
A full revamp of the urpay app is currently in progress. Screens and UX updates will be shared here at a later stage. Stay tuned 😉