Client: Chargefox

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My Role: UX Researcher

- Conducted UX research to understand inefficiencies in customer support resolutions 
- Investigated the support team's process for resolving customer issues.
- Collaborated on a system to update and review support training information.

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Challenges:
- The business wanted to reduce the volume of calls and associated costs for customer support managed by a third-party call center.  By analysing customer inquiries, we developed an online self-service solution for customers to address their own issues, aiming to decrease expenses.

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Outcomes:

- Worked with the client's internal team to review the existing website and app identifying opportunities for enhancing the support flow and overall customer experience.