Designing a Smart Self-Help Triage System
VP of Customer Service
Project Overview
Led the strategy, design, and rollout of a smart support system that transformed our knowledge base into an interactive triage tool, reducing friction and improving routing accuracy.
The Challenge
Our previous support model relied heavily on a traditional knowledge base and generalized contact forms. This created several pain points: • Users couldn't easily determine how to get help, even when they found articles • Many simple questions resulted in misrouted tickets or unnecessary phone calls • Support teams received high volumes of poorly routed contacts, driving up wait times, transfers, and staffing needs
Process & Approach
Discovery & Journey Mapping
• Mapped key user journeys where support was needed but friction existed
• Interviewed support teams to understand misrouting and repeat contact patterns
• Audited knowledge base performance and gaps in real-time resolution guidance
Strategy & Solution Design
• Reframed the knowledge base from static content to an interactive triage tool
• Designed a search-driven system that provided relevant articles and recommended the fastest resolution path
• Introduced direct phone routing by team, reducing call transfer friction
Design & Prototyping
• Created user flow diagrams for triage logic (topic → result → next action)
• Worked with Support Directors and Content Strategist to structure responses and calls to action
• Built wireframes and prototypes to simulate the guided experience
Testing & Iteration
• Measured routing success, search efficacy, and drop-off rates
• Iterated content and contact suggestions based on live feedback
Collaboration
• Worked with Support Directors and Content Strategists to define team mappings and routing rules
• Worked with Product and Engineering to integrate the triage logic into the help interface
• Oversaw communication and change management with internal teams
Outcome & Results
Users were able to resolve more issues on their own, and when support was needed, they were routed quickly to the right team—no guessing required. • Call wait times dropped significantly due to improved routing accuracy • Contact volume decreased, with contacts shifting to higher-efficiency channels • The system also contributed to the successful retirement of ticket-based support—our most expensive channel per issue—enabling a more streamlined and cost-efficient service model overall
Project Details
Role:
VP of Customer Service
Team:
3 Support Directors, 1 Support Ops Analyst, 2 Content Strategists, 1 Designer, 1 PM, 1 Engineer
Key Highlights:
• Call wait times dropped significantly
• Contact volume decreased with better channel routing
• Successfully retired expensive ticket-based support
Impact:
Users were able to resolve more issues on their own, and when support was needed, they were routed quickly to the right team
Skills & Tools: