Unfortunately, Passenger in-app support has not changed in past years, and almost the whole of copies & categories need to be rewritten to take effect on passengers. Also Snapp received several reports that shows that passengers couldn’t find support or use it. This project was done in a team with Ux researches, Ux writers, product managers and me as the product designer. This project was completed in 12 weeks.

- Passenger in-app support has not changed in past years, and almost the whole of copies & categories need to be rewritten to take effect on passengers. - Also Snapp received several reports that shows that passengers couldn’t find support or use it. - The response to tickets is a text message that costs alot! - Another problem is heavy work in call center and unnecessary calls for support - Our PR reportedly said users are complaining in social media about long times they waited for contacting the support operators.

- Users can't find support section in side menu easily, specially when they are in a hurry - Users can’t find the subcategory they are looking for - Users can't see the respond to their ticket in the app - Users can't see their previous tickets Nice to have: - Rating the responses and help page to have CSAT metric - Have a frequently asked problems on first page Define Problem statement We needed some quantitative research and metrics to measure success after redesign Data to use: - Number of calls - Number of calls with problems that could be solved by submitting ticket (defined) - Conversion rates of submitting ticket in specific topic UX metrics: - CSAT - CES How to measure success? Due to user researches we previously held the problem statements are: - Users can't find support section in side menu easily, specially when they are in a hurry - Users can't see the respond to their ticket in the app - Users can't see their previous tickets Nice to have: - Rating the responses and help page to get feedback on support system - Have a frequently asked problems on first page

Here are some wireframes I designed to solve the problems.

Tested the prototypes of designs with 5 users Findings: - Users get confused on first page - They can’t understand what active tickets and history means In-dept analysis: Goals: - To understand which items are unnecessary and users don’t use - To understand which items users don’t see and ignore - To understand what wordings are better for active and solved tickets User research Goal 1 : Are all sections recognizable and memorable for users? - Method : 5 second - Sampling: random. Goal 2 : Which Touchpoint Do Users Prefer to Utilize for Addressing Their Needs? - Method: first click - Sampling: random

- I have to emphasize on tickets that were answered to and users didn’t open it - Simplify the design by removing filters section (users recognize and didn’t use - Enhance clarity of search (it’s crucial to design and users didn’t use or recognize) .After development and adoption we need to conduct a usability test Results of CSAT need to be reviewed for success measurements