BLIZZARD ENTERTAINMENT

Reducing Customer Service Contacts

Role: UX/UI Design • Product Management

Timeframe: June 2023

Brief

Within a week, present a feasible & innovative design solution to reduce the number of customer service contacts that come through Blizzard's support system (aka, Supportal).

Impact

Achieved record low contacts (reduced by 25%) and decreased creation time by 32 seconds.

Context

This project was part of Design Innovation Week, during which designers formed teams to develop creative solutions for work-related challenges over the course of a week.

I took the lead on a Service Tech project, a team that I’ve never worked with before. Our team also included the department's only design intern, which presented a unique mentorship opportunity.

Design Process

Prep Work

Although we only had 5 days to craft a design solution, we wanted to make sure that our solution was user-centered. We went through the following steps over 3 days:

Competitive Analysis

User Journey Mapping

Brainstorm Workshop

FSDV Assessment

We looked at how MS, Amazon, & Xbox handled customer service and noticed that competitors used a wide variety of deflection methods before resorting to agent contact.

We mapped out Blizzard's existing solution and noticed that Battle.net presented the option to bypass self-service features much more quickly compared to competitiors.

Taking our learnings, we brainstormed solutions and conducted affinity mapping to identify the biggest design problems we wanted to solve.

We conducted a Feasibility, Scalability, Desirability, and Viability exercise with PMs to determine which ideas to focus on.

Design Goals

We decided to focus on the three problems below. I was responsible for working on the articles.

Before V. After

Check out the changes we made below.

Results

Our project was noted for its exceptional organization & practicality and was the only one out of 13 projects that later moved forward into production. This project achieved record low contacts (reduced by 25%) and decreased creation time by 32 seconds.