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Lightyear fintech help centre

Category

Web and app design

Date

2022

Client

Lightyear

01. Challenge
  1. How can we provide people with the opportunity to access all the answers they require?
  2. How can we maintain consistency in branding throughout the Help Center to reinforce our brand identity?
  3. How do we handle complex queries that may require personalized support beyond what the Help Center can provide?
  4. What methods should we employ to monitor user feedback and usage data to identify areas for improvement and timely updates?
  5. How can we optimize the Help Center for mobile devices and ensure a responsive design across various screen sizes?
  6. What's the right balance between providing comprehensive information and avoiding overwhelming users with excessive content?
02. Process

The design process involved understanding user needs, defining objectives, creating a clear information architecture, wireframing, visual design, content creation, responsive design, user testing, integration, and continuous improvement based on user feedback and analytics.

03. Solution

A Help Center is essential for empowering individuals to independently seek answers to their questions at their own pace, around the clock.

Requirements

  • Ensure accessibility to non-customers through a web-based platform.
  • Incorporate the Help Center within the app to enable existing users to quickly access support.
04. Result

A Help Center is vital for any company to provide efficient customer support, reduce costs, and establish trust with users. It serves as a 24/7 self-service hub, where customers can find answers to their questions, alleviating the burden on support teams. By educating users about products and services, it enhances their experience and fosters loyalty. Additionally, the Help Center facilitates feedback collection for continuous improvement, resulting in a smoother user journey and heightened customer satisfaction. As a designer, creating an intuitive and visually appealing Help Center is imperative to maximize its impact and benefit the business in the long run.

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