Tamara Help center
TIMELINE
Jan 2024— Feb 2024PLATFORM
WebsiteMY ROLE
Sole Product DesignerProblem Statement
When Tamara customers need assistance and visit our help center website, users often find themselves overwhelmed and unable to locate the support they need. This frustration stems from the excessive content and lack of visibility in our help touch points.
Goal
Improve users' ability to quickly find solutions to their inquiries
Increase visibility of Tamara's help channels
Create a template that CX agents can easily reuse when inputting new content into the help center.
Project Overview
As a BNPL platform, Tamara serves both merchants and customers, requiring tailored communication channels to meet their unique needs. However, the current emphasis of Tamara's help center on customers presents challenges for merchants in accessing necessary support. Given Tamara's role in managing customers' finances, ensuring their security and support is paramount. This project aims to rectify these issues by streamlining access to support for Tamara users and eliminating barriers to help.
Design Process
Ideation Phase
During the ideation phase I focused on revamping the Help center to better match our new Tamara branding and reducing the unnecessary information to allow users to quickly identify what they are hoping to resolve.
Key learnings in this phase:
Design solution should balance in resolving users pain point while keeping in mind stakeholder concern regarding high contact rates
Testing the structure of the design when articles are added and removed, making sure that the design structure can adapt to all the changes
Template Structure update
In this phase, I focused on designing templates that can be used in the article pages of the help center. The design needed to be adaptable to both merchant and customer articles
High- Fidelity Designs
After iterating on wireframes, high-fidelity designs were created after implementing stakeholders' feedback. Some of the UI components were custom-designed for Tamara's help center.
Challenges and Lessons
After design completion, the development was to be done on a 3rd party platform, which limited some of its intended functionality. Working closely with the PM and the developers, we managed to finalize solutions and alternative fixes. Moving forward, understanding how a design will be developed would be very important.
When building interactions, knowing your users' tech-savviness greatly impacts how you design.