New support, same smile. What are we solving for? Serving up relevant support content and reducing call & chat interactions. In order for users to get support related information within the myCricket app, they are lunched into the Cricket Wireless mobile web experience taking users out of the app and reducing overall engagement. Users who don’t find support information within the app end up calling or using the chat function to resolve their needs. Support on web is within our top 5 landing pages, which 65% comes from mobile, and the myCricket app comes in at #2 UTM be-hide google. With support being in the top 5 landing pages we hypothesized that a support section within the app would reduce chat and calls by 20%. Business Problem? Users are leaving the app experience for the website as well as calling and using the chat feature. User needs? Simple and easy experience to find relevant information. How do we measure success? Our goal is an overall 20% reduction across all KPI metrics. KPI’s (Call clicks, Chat bot clicks and Live agent chat Gaps & Opportunities Looking at analytics to understand and define problem areas that need focus. We wanted to bring account management and myCricket support articles natively into the app. Looking at UTM web traffic, the myCricket app was the number two source in contributing to mobile web support. We also looked at the top 6 categories that users visited the most and what type of articles where searched for frequently. Once we analyzed the article data, we then focused on discoverability of articles and how users navigate to find relevant information. Integrating a search function,  AI logic and CMS were some of the opportunities that were being considered as I began to map out user flows and low fidelity prototypes. In Lab Testing The ability to make data driven decisions is key to design iteration and continued product success.  Working with our user experience researcher we identified key areas in the design that I wanted to learn more about and test. Met with our product owner and researcher to create a discussion guide for the in lab sessions. I created two high fidelity versions of support that users could use while they performed task based scenarios on the test devices. We wanted to further understand the user, A/B test with tasks and do a side-by-side comparison. Version A Key UI features for Version A consist of content hierarchy, card category ui, search on the top bar and placement of call/chat CTA’s lower on the main support screen. Additional Items New Article Layout Video Content Version B Key UI features for Version B consist of content hierarchy, horizontal category ui, emphasis on search and placement of call/chat CTA’s at the top of the top app bar. Additional Items Filter for New Article Layout Large Video Thumbnails Final Support UI Back to Portfolio Next Project Contact Me jose@deadnariachi.me Linkedin