Help Center Redesign Project

A strategic redesign initiative aimed at transforming the Help Center into a centralized, self-service experience that reduces customer reliance on in-branch support. As the product designer, I led the end-to-end experience redesign — from mapping user pain points to prototyping and validating new interaction flows. The goal was to help users quickly find answers, track their issue resolution, and feel empowered to self-manage their needs without requiring human assistance. The new Help Center integrated automated guidance, improved search and categorization, and post-interaction feedback loops to measure user success. As a result, we improved usability, increased self-resolution rates, and reduced physical branch visits.