The OLX Help Center is an online platform where users can find information and resources to solve problems, learn how to use products or services, and request technical assistance. It is an essential part of customer service and can include a variety of support options.
INDUSTRY
Technology
CLIENT
OLX
CARGO
Product Design Intern
Context
OLX's Help Center needed to be rethought. Users faced low autonomy in using self-service resources and had difficulty finding basic information, which led to customer dissatisfaction, a high volume of support requests that overloaded the service team, and consequently, higher operational costs for the company. I joined the project to redesign this experience, focusing on self-service, clarity in communications, and accessibility on different devices.
Problems
During the discovery, we mapped the main friction points:
The majority of users could not solve simple questions on their own.
There was a high number of duplicate tickets, from users seeking updates that were not visible.
The mobile version broke important flows, which increased frustration.
Approach
I conducted the discovery focused on understanding what generated unnecessary tickets.
I performed heuristic analyses and collected data from the service team.
I compared self-service solutions from other platforms (benchmarking).
I proposed and prototyped clearer and more adaptable layouts, prioritizing the direct resolution of questions.
Discovery and benchmarking.
Applied solutions
Ad Refusal Inquiry
Users had recurring questions about rejected ads. We created a specific page with reasons for refusal and links to the policies.
Result: we prevented about 995 tickets per month.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Fraud Blocking
The blocking of accounts generated a lot of frustration and tickets. We created a more direct communication, explaining the reason and connecting with the company's policies.
Result: a reduction of 7% in calls about blocks in the same period.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Incident Communication
We have implemented a status page with updates on operational incidents. Now, when something unusual happens, the user can check what's going on and understand if the issue is already being resolved.
Outcome: 66% fewer tickets regarding incidents (Mar/23 vs Mar/24).
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Concrete Results
Significant reduction in requests across four different areas.
Less friction, more clarity, less rework for the support team.
Users started to resolve more on their own, without depending on support.
Estimated savings of over R$ 100 thousand/year for support operations, just with adjustments in UX and communication.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Learnings
It’s not always about big changes; sometimes it’s just about doing the basics well and making information accessible at the right moment. The impact of microinteractions has been much greater than we expected.
Smooth Scroll
This will hide itself!
This will hide itself!
Self-service at the Help Center
OVERVIEW
The OLX Help Center is an online platform where users can find information and resources to solve problems, learn how to use products or services, and request technical assistance. It is an essential part of customer service and can include a variety of support options.
INDUSTRY
Technology
CLIENT
OLX
CARGO
Product Design Intern
Context
OLX's Help Center needed to be rethought. Users faced low autonomy in using self-service resources and had difficulty finding basic information, which led to customer dissatisfaction, a high volume of support requests that overloaded the service team, and consequently, higher operational costs for the company. I joined the project to redesign this experience, focusing on self-service, clarity in communications, and accessibility on different devices.
Problems
During the discovery, we mapped the main friction points:
The majority of users could not solve simple questions on their own.
There was a high number of duplicate tickets, from users seeking updates that were not visible.
The mobile version broke important flows, which increased frustration.
What I Did
Improvements in the Help Center
Based on the issues mapped in the discovery, we implemented solutions focused on reducing tickets, increasing user autonomy, and improving the support experience.
Ad Rejection Inquiry
We created a page with clear explanations and links to policies, allowing the user to understand and correct the issue without contacting support.
→ Result: ~995 tickets avoided per month.
Duplicate False Tickets
We launched a page that shows the status of open tickets, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
→ Result: Reduction of 49% in duplicate tickets (Aug–Nov/23).
Fraud Blocking
We created a monitoring page to identify and communicate blocked customers due to fraud. The communication became more accessible and connected with the company's policies.
→ Result: Decrease of 7% in tickets regarding blocks (Aug–Nov/23).
Incident Communication
We implemented a status page with updates on operational incidents. Now, when something out of the ordinary happens, the user can check what is going on and understand if the problem is already being resolved.
→ Result: Reduction of 66% in tickets related to incidents (Mar/23 × Mar/24).
Discovery and benchmarking.
Applied solutions
Ad Refusal Inquiry
Users had recurring questions about rejected ads. We created a specific page with reasons for refusal and links to the policies.
Result: we prevented about 995 tickets per month.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Fraud Blocking
The blocking of accounts generated a lot of frustration and tickets. We created a more direct communication, explaining the reason and connecting with the company's policies.
Result: a reduction of 7% in calls about blocks in the same period.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Incident Communication
We have implemented a status page with updates on operational incidents. Now, when something unusual happens, the user can check what's going on and understand if the issue is already being resolved.
Outcome: 66% fewer tickets regarding incidents (Mar/23 vs Mar/24).
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Concrete Results
Significant reduction in requests across four different areas.
Less friction, more clarity, less rework for the support team.
Users started to resolve more on their own, without depending on support.
Estimated savings of over R$ 100 thousand/year for support operations, just with adjustments in UX and communication.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Learnings
It’s not always about big changes; sometimes it’s just about doing the basics well and making information accessible at the right moment. The impact of microinteractions has been much greater than we expected.
Smooth Scroll
This will hide itself!
This will hide itself!
Self-service at the Help Center
OVERVIEW
The OLX Help Center is an online platform where users can find information and resources to solve problems, learn how to use products or services, and request technical assistance. It is an essential part of customer service and can include a variety of support options.
INDUSTRY
Technology
CLIENT
OLX
CARGO
Product Design Intern
Context
OLX's Help Center needed to be rethought. Users faced low autonomy in using self-service resources and had difficulty finding basic information, which led to customer dissatisfaction, a high volume of support requests that overloaded the service team, and consequently, higher operational costs for the company. I joined the project to redesign this experience, focusing on self-service, clarity in communications, and accessibility on different devices.
Problems
During the discovery, we mapped the main friction points:
The majority of users could not solve simple questions on their own.
There was a high number of duplicate tickets, from users seeking updates that were not visible.
The mobile version broke important flows, which increased frustration.
What I Did
Improvements in the Help Center
Based on the issues mapped in the discovery, we implemented solutions focused on reducing tickets, increasing user autonomy, and improving the support experience.
Ad Rejection Inquiry
We created a page with clear explanations and links to policies, allowing the user to understand and correct the issue without contacting support.
→ Result: ~995 tickets avoided per month.
Duplicate False Tickets
We launched a page that shows the status of open tickets, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
→ Result: Reduction of 49% in duplicate tickets (Aug–Nov/23).
Fraud Blocking
We created a monitoring page to identify and communicate blocked customers due to fraud. The communication became more accessible and connected with the company's policies.
→ Result: Decrease of 7% in tickets regarding blocks (Aug–Nov/23).
Incident Communication
We implemented a status page with updates on operational incidents. Now, when something out of the ordinary happens, the user can check what is going on and understand if the problem is already being resolved.
→ Result: Reduction of 66% in tickets related to incidents (Mar/23 × Mar/24).
Discovery and benchmarking.
Applied solutions
Ad Refusal Inquiry
Users had recurring questions about rejected ads. We created a specific page with reasons for refusal and links to the policies.
Result: we prevented about 995 tickets per month.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Fraud Blocking
The blocking of accounts generated a lot of frustration and tickets. We created a more direct communication, explaining the reason and connecting with the company's policies.
Result: a reduction of 7% in calls about blocks in the same period.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Incident Communication
We have implemented a status page with updates on operational incidents. Now, when something unusual happens, the user can check what's going on and understand if the issue is already being resolved.
Outcome: 66% fewer tickets regarding incidents (Mar/23 vs Mar/24).
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Concrete Results
Significant reduction in requests across four different areas.
Less friction, more clarity, less rework for the support team.
Users started to resolve more on their own, without depending on support.
Estimated savings of over R$ 100 thousand/year for support operations, just with adjustments in UX and communication.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
False Duplicate Tickets
To reduce duplicate tickets, we created a page that shows the status of the support, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new tickets for the same issue.
Result: decrease of 49% in duplicate tickets between August and November, reaching the lowest number of the year 2023.
Learnings
It’s not always about big changes; sometimes it’s just about doing the basics well and making information accessible at the right moment. The impact of microinteractions has been much greater than we expected.
Smooth Scroll
This will hide itself!
This will hide itself!