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 may include a variety of support options.
INDUSTRY
Technology
CLIENT
OLX
LOAD
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 generated customer dissatisfaction, a high volume of calls that overloaded support, 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 focusing on understanding what generated unnecessary tickets.
I carried out heuristic analyses and collected data with the support team.
I compared self-service solutions from other platforms (benchmarking).
I proposed and prototyped clearer and more adaptable layouts, prioritizing direct resolution of questions.
Discovery and benchmarking.
Applied solutions
Ad Rejection Inquiry
Users had recurring questions about rejected ads. We created a specific page with reasons for rejection and links to the policies.
Result:
33%
increase approximately in
the number of tickets handled correctly.
Duplicate False Calls
To reduce duplicate calls, we created a page that shows the status of the service, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new calls for the same problem.
Result:
49%
of reduction in duplicate tickets between August and
November, reaching the lowest number of the year 2023.
Fraud Lock
The account lock was causing a lot of frustration and tickets. We created a more direct communication, explaining the reason and connecting with the company's policies.
Result:
27%
reduction in 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 is going on and understand if the issue is already being addressed.
Result:
66%
fewer calls about incidents (Mar/23 vs Mar/24).
Concrete Results
Significant reduction in calls across four different fronts.
Less friction, more clarity, less rework for the support team.
Users have started to resolve more on their own, without relying on support.
Economy of:
$ 100.000/year
for the support operation, only with adjustments to UX and communication.
Learnings
It’s not always about big changes; sometimes it’s just doing the basics well and making the information accessible at the right moment. The impact of microinteractions was 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 may include a variety of support options.
INDUSTRY
Technology
CLIENT
OLX
LOAD
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 generated customer dissatisfaction, a high volume of calls that overloaded support, 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 pain points identified in the discovery, we implemented solutions focused on reducing tickets, increasing user autonomy, and improving support experience.
Ad Rejection Inquiry
We created a page with clear explanations and links to policies, allowing the user to understand and correct the problem without reaching out to support.
→ Result: ~995 tickets avoided per month.
Duplicate False Tickets
We launched a page that shows the progress 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 problem.
→ Result: Reduction of 49% in duplicate tickets (Aug–Nov/23).
Fraud Blocking
We created a monitoring page to identify and communicate about clients blocked due to fraud. The communication became more accessible and connected with the company's policies.
→ Result: Decrease of 7% in tickets about blocks (Aug–Nov/23).
Incident Communication
We 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 problem is already being resolved.
→ Result: Reduction of 66% in tickets related to incidents (Mar/23 × Mar/24).
Discovery and benchmarking.
Applied solutions
Ad Rejection Inquiry
Users had recurring questions about rejected ads. We created a specific page with reasons for rejection and links to the policies.
Result:
33%
increase approximately in
the number of tickets handled correctly.
Duplicate False Calls
To reduce duplicate calls, we created a page that shows the status of the service, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new calls for the same problem.
Result:
49%
of reduction in duplicate tickets between August and
November, reaching the lowest number of the year 2023.
Fraud Lock
The account lock was causing a lot of frustration and tickets. We created a more direct communication, explaining the reason and connecting with the company's policies.
Result:
27%
reduction in 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 is going on and understand if the issue is already being addressed.
Result:
66%
fewer calls about incidents (Mar/23 vs Mar/24).
Concrete Results
Significant reduction in calls across four different fronts.
Less friction, more clarity, less rework for the support team.
Users have started to resolve more on their own, without relying on support.
Economy of:
$ 100.000/year
for the support operation, only with adjustments to UX and communication.
Learnings
It’s not always about big changes; sometimes it’s just doing the basics well and making the information accessible at the right moment. The impact of microinteractions was 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 may include a variety of support options.
INDUSTRY
Technology
CLIENT
OLX
LOAD
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 generated customer dissatisfaction, a high volume of calls that overloaded support, 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 pain points identified in the discovery, we implemented solutions focused on reducing tickets, increasing user autonomy, and improving support experience.
Ad Rejection Inquiry
We created a page with clear explanations and links to policies, allowing the user to understand and correct the problem without reaching out to support.
→ Result: ~995 tickets avoided per month.
Duplicate False Tickets
We launched a page that shows the progress 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 problem.
→ Result: Reduction of 49% in duplicate tickets (Aug–Nov/23).
Fraud Blocking
We created a monitoring page to identify and communicate about clients blocked due to fraud. The communication became more accessible and connected with the company's policies.
→ Result: Decrease of 7% in tickets about blocks (Aug–Nov/23).
Incident Communication
We 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 problem is already being resolved.
→ Result: Reduction of 66% in tickets related to incidents (Mar/23 × Mar/24).
Discovery and benchmarking.
Applied solutions
Ad Rejection Inquiry
Users had recurring questions about rejected ads. We created a specific page with reasons for rejection and links to the policies.
Result:
33%
increase approximately in
the number of tickets handled correctly.
Duplicate False Calls
To reduce duplicate calls, we created a page that shows the status of the service, with clearer communication and guidance for the user to wait for a response, avoiding the opening of new calls for the same problem.
Result:
49%
of reduction in duplicate tickets between August and
November, reaching the lowest number of the year 2023.
Fraud Lock
The account lock was causing a lot of frustration and tickets. We created a more direct communication, explaining the reason and connecting with the company's policies.
Result:
27%
reduction in 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 is going on and understand if the issue is already being addressed.
Result:
66%
fewer calls about incidents (Mar/23 vs Mar/24).
Concrete Results
Significant reduction in calls across four different fronts.
Less friction, more clarity, less rework for the support team.
Users have started to resolve more on their own, without relying on support.
Economy of:
$ 100.000/year
for the support operation, only with adjustments to UX and communication.
Learnings
It’s not always about big changes; sometimes it’s just doing the basics well and making the information accessible at the right moment. The impact of microinteractions was much greater than we expected.
Smooth Scroll
This will hide itself!
This will hide itself!