1. Project Overview

The primary resolution tools within the Help and Support (HnS) experience include articles, a support bot, and ticketing. Users typically access articles through category browsing or search. Our goal was to redesign the HnS homepage to enhance usability by improving the visual hierarchy, decluttering the interface, emphasizing search as the main entry point, and streamlining content by removing the FAQ section for approved users.

2. Background & Problem Statement

The existing Help and Support (HnS) homepage faced several usability challenges that hindered users from resolving their issues efficiently. Our analysis revealed three core problems:

1. Overwhelming Visual Hierarchy The top half of the screen presented too many options at once, leading to cognitive overload. Users often skipped past key self-serve tools like search or the support bot and directly navigated to categories—or worse, escalated to contact support.
2. Underutilisation of Search and Bot Despite being critical resolution tools, usage metrics showed minimal engagement:
   • Search: ~2%
   • Bot: ~10% This indicated that these entry points were either poorly placed, poorly signposted, or not perceived as helpful.
3. High Footfall on Categories, but Poor Efficiency
   • High interaction cost: Users had to scan multiple articles within each category to find relevant answers.
   • Lack of subcategories: Each category only held 5–7 articles, limiting depth and requiring users to make several clicks to explore further.
   • Drop-offs: 70–80% of users dropped off before clicking into an article. In contrast, search (though low in usage) had a higher engagement-to-article conversion rate (\~50%).

3. Project Goals

Our objective was to redesign the Help & Support experience to ensure users could resolve queries independently with minimal friction. The key goals included:

1. Enable seamless query resolution

   Ensure users can successfully resolve their issues upon visiting the Help & Support section.

2. Promote self-serve behavior

   Encourage users to find answers through articles, bot, or search—reducing reliance on manual support.

3. Provide clear escalation paths

   Allow users to easily escalate to human support when self-serve tools fall short.