Solving a Existing Design Issue
I was recently assigned to fix a long-standing issue. Our account managers are overwhelmed with support tickets and calls, many of which could escalate if not addressed. We need a way to reduce these requests and improve the user experience. In our meetings, the main solution was clear: encourage users to self-serve instead of going straight to the support contact page. We have plenty of support articles and resources, but users don’t seem to be using them effectively.
