TWITTER HELP CENTER
Optimize the layout and strategy of the Twitter support portal in order to streamline and improve the digital customer experience while providing more insight, self-sufficiency and consistency at all levels for users in need of support.
Length
Role
Deliverables
10 Weeks
UX/UI Design
Comparative experience audit, information architecture, mid-fidelity wireframes, branded visual designs
Tools
Sketch, Invision, Keynote
Introduction
Twitter came to us with a clear and obvious problem: users in need of support weren't able to solve their problems easily and were resorting to searching for answers externally instead of within the Twitter support ecosystem. Customers were unhappy and it was beginning to reflect badly on the brand. Twitter needed to streamline the experience so customers could find solutions to their problems quickly and easily.
I started by conducting a strategic experience audit comparing help centers from other organizations with strong digital presence to that of Twitters support system to help us identify industry trends, best practices and hone in on key recommendations to enhance the twitter support experience. I turned my findings in to a deck and presented it to the Twitter team.
Design Process
After gathering enough insights through our audit findings, interviews with the internal Twitter Help Center product owners and a collaboration with our Data & Insights team we had enough to begin designing a solution to the problem. We utilized components from one of Twitter's design systems throughout our process to ensure consistency and compliance with brand standards.
We created a new information architecture that restructured and cleaned up the content within the help center making it easier for users to find the right answers to their problems and other relevant information to help them.
I designed a net-new landing page that would be the entry point to all of the support content and help guide the user in the right direction from the very first step.
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The form experience was redesigned across all of the support categories implementing the improvement recommendations from our strategic audit with a focus on accessibility, ease of use, progressive disclosure, and self-service.
A
B
A
Navigational breadcrumbs helps orient the user so they never feel lost within the content.
B
Stages of the form process are progressively disclosed to the user to reduce the length of the forms and not overwhelm the user with irrelevant information - providing them with what they need when they need it.
C
C
Lists of content are organized within dropdown menus instead of lengthy lists of radio selections or checkboxes to reduce friction and not overwhelm the user.
