Autodesk

UX Improvements Drastically Slash # of Support Tickets

Digital

Summary

We noticed that there was a large uptick in support tickets being opened for simple problems - there were simple answers, but they were buried within the Support portal's taxonomy! Through AB testing, we were able to land on a solution that got people answers that they needed FAST, while also severely decreasing the amount of support tickets coming in. A win-win for everyone!

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What I LOVED MOST About This Project:

Through AB testing, we were FINALLY able to get people the help they needed… and FAST.

🛠️

This Project's Tech Stack:

Before We Made Changes

It wasn’t clear to users that if you select “Admin” or “Individuals”, you’d land on a page with a plethora of frequent problems and how to solve them. Folks were skipping the page all together and clicking “Contact Support” at the bottom of the page to open a ticket… it could be hours or even DAYS before a customer got an answer to their problem!

After Several Rounds of A/B Testing

By providing clearer pathways to answers, we were able to dramatically reduce the amount of “Contact Support” tickets that were being opened, ultimately getting customers answers that they needed way faster. By posing a question in addition to surfacing common topics for each section, users were able to see that they can get answers quickly, without the help of others.

Don't just take it from me...

Here are a few things managers and colleagues have said about my work:

Holly is a rare combination of top tier talent and real world savvy. She crushes deadlines while infusing every piece of creative with resonant energy that brands dream of. While quickly understands and decodes brands, she makes her work fit seamlessly wherever she is.

Mark B.

Head of Brand @ Unbabel, Udacity, and Xero

Her work is consistently thoughtful and creative. She brings a high level of skill in UX and visual design, and is particularly great at storytelling. I recommend her highly.

Tanya L.

Design Systems Cohort @ Autodesk

She always put customers first and advocated customer-centric thinking on the team. At the same time, she actively listened to the business needs from stakeholders, analyzed pain points and key metrics then came up with elegant and simplified solutions to achieve business outcome without introducing frictions.

Kris Z.

Product Manager Cohort @ Autodesk

Holly’s creative spirit, audience-focused perspective, sharp design skills, amazing work ethic, and collaborative communication style make her a joy to work with. I get a happy little bounce in my digital step every time I get to work with her.

Christine Z.

Content Strategy Cohort @ Autodesk

I promise to never sell or share your personal information.

Holly Redahan

Creative Lead + Maximalist Designer