Support form,
requests and chat.

Streamlining the experience for users to submit, and stay on top of, their product support requests.

Helping support agents with better structured information they'll need.

Jump to

Support Form

Your Requests

Chat

About the challenge

Streamlining the experience for users to submit, and stay on top of, their product support requests.

Helping support agents with better structured information they'll need.

Jump to

Support Form

Your Requests

Chat

About the challenge

Streamlining the experience for users to submit, and stay on top of, their product support requests.

Helping support agents with better structured information they'll need.

Jump to

Support Form

Your Requests

Chat

About the challenge

The challenge

It's one thing having a problem.

it's another thing having a problem solving it.

Ubiquiti’s support requesting experience caused a lot of frustration for both end users and support agents alike.

I teamed up with a PM in the support team and the Zendesk integration devs to make sure the support agents get what they need, to reduce friction for end users sending requests and to make it easy for them to stay on top of request progress.

support requests

Support form

The previous high-friction support form consisted of various small dropdowns with poor labelling and confusing input selections.

The previous high-friction support form consisted of various small dropdowns with poor labelling and confusing inputs.

We reformatted the information architecture of the form to better suit the needs of the support agents and give clearer options to the end users.

The form was given single-click selectors with progressive disclosure and scroll on click, making the form very quick and easy to use.

When the user selects the product they're having issues with, we automatically fetch and attach system error reports from that selected console.

We reformatted the information architecture of the form to better suit the needs of support agents and give clearer options to end users.

The form was given single-click selectors with progressive disclosure and scroll on click, making the form very quick and easy to use.

When the user selects the product they're having issues with, we automatically fetch and attach system error reports for the selected console.

Your requests

A consolidated view of all requests, moved to the user's account section.

We recategorised Zendesk's request statuses into four labels, and added the capability for both end users and support agents to loop other people in to conversations.