wellhub
help center
Product design
user research
user testing
responsive design
metric analysis
strategy
After 18 Months leading design in wellhub backoffice tool, i got a new challenge to lead the service channels team, responsible for wellhub's help center and chatbots.
after delivering great numbers on the internal product, it was time to improve some customer facing products.
The PROBLEM
The previous Wellhub Help Center was a legacy product based on Zendesk Guide. This out-of-the-box solution presented significant challenges. The use of handlebars.js, an outdated technology, made it difficult to attract and retain developers. Additionally, the inherent limitations of the Zendesk Guide CMS severely hampered design capabilities. Major modifications were impossible, and even small changes posed a risk of system-wide failure. To address these issues, a strategic decision was made to undertake a full redesign and implement modern technologies.
user research
We used Hotjar as our main tool to investigate user behaviour;
After understanding how our users were interacting with the product, we started interviewing them and performed some usability tests;
After al the information was collected and analyzed, we designed basic wireframes and started to test it;
At the same time I led a qualitative analysis of over 11K support tickets using AI.
The Concept
After gathered valuable user insights, our wireframe prototype was performing significantly better on tasks than the previous design so we convinced senior stakeholders to move on with the new interface.
Results
Customer Effort Score (CES) improved from 58/100 to 77/100;
CSAT improved from 63 to 82;
Help Center resolution went from 69% to 78%;
Ticket avoided with the new design went over $700K in 2024 alone, with a forecast to avoid over $1.2M in 2025.
