User Research
User journeys and support interviews
Before starting the design process, we interviewed various members of our front-line support team to understand the triage and support process from the inside out. This helped us identify the main support categories and specific pain-points per category — and see what could be addressed preventatively.
The goal was to reduce time to resolution by presenting account-related information as part of ticket creation, while surfacing self-help documentation to deflect possible tickets altogether.
Support flow mapping across activation, account management, and phone usage categories
Issue-Based Approach
Eight months of support research
Over the course of 8 months, we interviewed support team members to understand and document pain-points from both an internal and customer perspective. This research directly informed the information architecture and main categories for the ticket topics.
We found ways to streamline the process to better arm agents — so they could more quickly and accurately address user needs based on the specific issue type coming in.
User testing research board capturing participant feedback, support quotes, and key themes across issue categories
Emotional IQ
Making data collection feel human
I wanted to find ways to address user anxieties, emotional state, and comfort with technology — to better arm agents with context about how customers were feeling about their issue, not just what the issue was.
Using a conversational tone throughout the flows, the wizard offered users opportunities to describe how they felt about their issue. This turned a frustrating support interaction into something that felt more like talking to a person who actually cared.
Interactive Wireframes
40+ variations, 5 rounds of testing
Over 40 visual and workflow variations were produced to apply visual design to the new structure. A scripted usability study plan was written with specific goals and tasks for users. Five rounds of usability testing were conducted with 10+ users, with each round directly informing modifications to the visual design.
Flow map showing the full range of issue paths — manage account, data usage, suspension, and cancellation scenarios
Launch & Learnings
A smarter, more human support experience
The wizard reduced time to resolution and became a key asset in deflecting possible help tickets — by surfacing relevant self-help documentation and re-routing users to self-service tools where appropriate. The final interface pulled in live account data to make the experience feel personal and contextual.
Final wizard UI — a human-readable interface that summarizes the user's issue in plain language while collecting structured data for agents
This project is still live and evolving. The team continues to find new ways to optimize the flows and better serve members — the groundwork laid here set the standard for how Republic approaches self-service support.