New Help Center
Universe
2022
Lead product designer
New Help Center
Universe
2022
Lead product designer
As per user research, our Support is one of Universe’s best perceived functionality by the users. However, our Help Center screen was the same since the app was launched years ago, and it was clear that the overall experience could be significantly improved while also leveraging the experience to create additional upsell triggers.
I was the lead product design rethinking the whole Help Center experience and interface - not only how we should redesign it and which message we wanted to convey, but also ideating on opportunities to create new experiences and flows to deliver a better experience to the users.
Together with the Product team, we decided that we should absolutely highlight the Chat, because looking at the data this was Support’s most used feature. Apart from that, we also identified an opportunity to make the Help Center an Universe knowledge base, creating a brand new way to navigate through our tutorials and articles without leaving the app. This experience didn't existed before.
To start defining how the articles flow should behave, I mapped all possible flows and content levels - depending on the topic, we could have 3, 4 or 5 levels until users get to the article, which was the most granular entity in the architecture.
I also went deep into the visual design hole exploring different visuals and concepts for the hero section, experimenting with different color styles, gradient types and overall brand assets. Here you can find 3 out of dozens of these explorations.
I designed several versions of each screen, a bunch of them didn’t make the cut (ABOVE), but it was definitely an enriching exercise to review these screens with several different stakeholders (CEO, Head of Product, Product Manager, Product Design team, Support team, Engineering, and many others).
Finally, until the moment this case study was made, the new Help Center was partially shipped due to Engineering bandwidth, but it remains as North Star vision.
As per user research, our Support is one of Universe’s best perceived functionality by the users. However, our Help Center screen was the same since the app was launched years ago, and it was clear that the overall experience could be significantly improved while also leveraging the experience to create additional upsell triggers.
I was the lead product design rethinking the whole Help Center experience and interface - not only how we should redesign it and which message we wanted to convey, but also ideating on opportunities to create new experiences and flows to deliver a better experience to the users.
Together with the Product team, we decided that we should absolutely highlight the Chat, because looking at the data this was Support’s most used feature. Apart from that, we also identified an opportunity to make the Help Center an Universe knowledge base, creating a brand new way to navigate through our tutorials and articles without leaving the app. This experience didn't existed before.
To start defining how the articles flow should behave, I mapped all possible flows and content levels - depending on the topic, we could have 3, 4 or 5 levels until users get to the article, which was the most granular entity in the architecture.
I also went deep into the visual design hole exploring different visuals and concepts for the hero section, experimenting with different color styles, gradient types and overall brand assets. Here you can find 3 out of dozens of these explorations.
I designed several versions of each screen, a bunch of them didn’t make the cut (ABOVE), but it was definitely an enriching exercise to review these screens with several different stakeholders (CEO, Head of Product, Product Manager, Product Design team, Support team, Engineering, and many others).
Finally, until the moment this case study was made, the new Help Center was partially shipped due to Engineering bandwidth, but it remains as North Star vision.
SAY HI
Hit me up at X and (click here) send me a DM.
SAY HI
Hit me up at X and (click here) send me a DM.
New Help Center
Universe
2022
Lead product designer
New Help Center
Universe
2022
Lead product designer
As per user research, our Support is one of Universe’s best perceived functionality by the users. However, our Help Center screen was the same since the app was launched years ago, and it was clear that the overall experience could be significantly improved while also leveraging the experience to create additional upsell triggers.
I was the lead product design rethinking the whole Help Center experience and interface - not only how we should redesign it and which message we wanted to convey, but also ideating on opportunities to create new experiences and flows to deliver a better experience to the users.
Together with the Product team, we decided that we should absolutely highlight the Chat, because looking at the data this was Support’s most used feature. Apart from that, we also identified an opportunity to make the Help Center an Universe knowledge base, creating a brand new way to navigate through our tutorials and articles without leaving the app. This experience didn't existed before.
To start defining how the articles flow should behave, I mapped all possible flows and content levels - depending on the topic, we could have 3, 4 or 5 levels until users get to the article, which was the most granular entity in the architecture.
I also went deep into the visual design hole exploring different visuals and concepts for the hero section, experimenting with different color styles, gradient types and overall brand assets. Here you can find 3 out of dozens of these explorations.
I designed several versions of each screen, a bunch of them didn’t make the cut (ABOVE), but it was definitely an enriching exercise to review these screens with several different stakeholders (CEO, Head of Product, Product Manager, Product Design team, Support team, Engineering, and many others).
Finally, until the moment this case study was made, the new Help Center was partially shipped due to Engineering bandwidth, but it remains as North Star vision.
As per user research, our Support is one of Universe’s best perceived functionality by the users. However, our Help Center screen was the same since the app was launched years ago, and it was clear that the overall experience could be significantly improved while also leveraging the experience to create additional upsell triggers.
I was the lead product design rethinking the whole Help Center experience and interface - not only how we should redesign it and which message we wanted to convey, but also ideating on opportunities to create new experiences and flows to deliver a better experience to the users.
Together with the Product team, we decided that we should absolutely highlight the Chat, because looking at the data this was Support’s most used feature. Apart from that, we also identified an opportunity to make the Help Center an Universe knowledge base, creating a brand new way to navigate through our tutorials and articles without leaving the app. This experience didn't existed before.
To start defining how the articles flow should behave, I mapped all possible flows and content levels - depending on the topic, we could have 3, 4 or 5 levels until users get to the article, which was the most granular entity in the architecture.
I also went deep into the visual design hole exploring different visuals and concepts for the hero section, experimenting with different color styles, gradient types and overall brand assets. Here you can find 3 out of dozens of these explorations.
I designed several versions of each screen, a bunch of them didn’t make the cut (ABOVE), but it was definitely an enriching exercise to review these screens with several different stakeholders (CEO, Head of Product, Product Manager, Product Design team, Support team, Engineering, and many others).
Finally, until the moment this case study was made, the new Help Center was partially shipped due to Engineering bandwidth, but it remains as North Star vision.
SAY HI
Hit me up at X and (click here) send me a DM.
New Help Center
Universe
2022
Lead product designer
New Help Center
Universe
2022
Lead product designer
As per user research, our Support is one of Universe’s best perceived functionality by the users. However, our Help Center screen was the same since the app was launched years ago, and it was clear that the overall experience could be significantly improved while also leveraging the experience to create additional upsell triggers.
I was the lead product design rethinking the whole Help Center experience and interface - not only how we should redesign it and which message we wanted to convey, but also ideating on opportunities to create new experiences and flows to deliver a better experience to the users.
Together with the Product team, we decided that we should absolutely highlight the Chat, because looking at the data this was Support’s most used feature. Apart from that, we also identified an opportunity to make the Help Center an Universe knowledge base, creating a brand new way to navigate through our tutorials and articles without leaving the app. This experience didn't existed before.
To start defining how the articles flow should behave, I mapped all possible flows and content levels - depending on the topic, we could have 3, 4 or 5 levels until users get to the article, which was the most granular entity in the architecture.
I also went deep into the visual design hole exploring different visuals and concepts for the hero section, experimenting with different color styles, gradient types and overall brand assets. Here you can find 3 out of dozens of these explorations.
I designed several versions of each screen, a bunch of them didn’t make the cut (ABOVE), but it was definitely an enriching exercise to review these screens with several different stakeholders (CEO, Head of Product, Product Manager, Product Design team, Support team, Engineering, and many others).
Finally, until the moment this case study was made, the new Help Center was partially shipped due to Engineering bandwidth, but it remains as North Star vision.
As per user research, our Support is one of Universe’s best perceived functionality by the users. However, our Help Center screen was the same since the app was launched years ago, and it was clear that the overall experience could be significantly improved while also leveraging the experience to create additional upsell triggers.
I was the lead product design rethinking the whole Help Center experience and interface - not only how we should redesign it and which message we wanted to convey, but also ideating on opportunities to create new experiences and flows to deliver a better experience to the users.
Together with the Product team, we decided that we should absolutely highlight the Chat, because looking at the data this was Support’s most used feature. Apart from that, we also identified an opportunity to make the Help Center an Universe knowledge base, creating a brand new way to navigate through our tutorials and articles without leaving the app. This experience didn't existed before.
To start defining how the articles flow should behave, I mapped all possible flows and content levels - depending on the topic, we could have 3, 4 or 5 levels until users get to the article, which was the most granular entity in the architecture.
I also went deep into the visual design hole exploring different visuals and concepts for the hero section, experimenting with different color styles, gradient types and overall brand assets. Here you can find 3 out of dozens of these explorations.
I designed several versions of each screen, a bunch of them didn’t make the cut (ABOVE), but it was definitely an enriching exercise to review these screens with several different stakeholders (CEO, Head of Product, Product Manager, Product Design team, Support team, Engineering, and many others).
Finally, until the moment this case study was made, the new Help Center was partially shipped due to Engineering bandwidth, but it remains as North Star vision.
SAY HI
Hit me up at X and (click here) send me a DM.