Role: UX Writer / Content Designer
Scope: Systems thinking, content design thinking
Timeline: 2 weeks
Problem
Our support team was overwhelmed and missing response time SLAs. This led to increased escalations, user frustration, and churn.
Analysis revealed that 70% of playback-related tickets were solved by one simple step, a reboot, yet agents were still spending 10 minutes per call logging and repeating troubleshooting steps.
Solution
We needed to reduce agent workload by enabling users to self-serve common issues, without affecting the support experience.
Constraints
2-week timeline
No NLP capability in tooling (Freshdesk)
No available design resources
No existing voice & tone guidelines
Challenge 1: How to fix the problem
Research
Working with Support and Product, I reviewed Freshdesk data and ticket logs to identify high-volume queries. Playback issues were frequent and most were solvable with resets or by reviewing network and firewalls. In team interviews, we identified friction points with IT setup, hardware and training.
Solution
We were short on time and resource, so instead of referring to our user journey map and redesigning onboarding, we agreed to pilot a chatbot hosted in Zendesk - a faster, low-cost way to automate repetitive tickets.
I then had a meeting with our Integration Specialist. We agreed to:
Create the initial flows using https://app.diagrams.net/ as UX was easy to navigate
Capture details from the user upfont, reducing manual input from agents.
Give users the option to "connect to a real person" at various touchpoints to minimise frustration.
Auto-assign certain ticket types straight to CSMs
Challenge 2: Structuring for simplicity
I split request types into categories: Curation, Billing, Playback, and General Account, draftting conversations on paper first. I grouped flows by user intent e.g. “My music not working” or “I want a new playlist” and worked forward from there.
To reduce cognitive load, I compared copy in the interactions to copy on our website and app. I then iterated and “I want a new playlist” became “Submit a request” as users were already familiar with that CTA.