Xapo Help-Center Design / Redesign

I teamed up with the Product and DevOps team to comprehensively review the existing content, while also identifying incorrect or missing information, including gaps in the translated articles throughout the FAQ. Subsequently, I arranged the updated and corrected content into distinct categories and established a clear content hierarchy. Finally, I created a system that monitored the structure of the new Help Center, along with the status and progress of all article translations.

After conducting a thorough audit, we identified three main types of articles:

• News & Updates (ex: Xapo launches a new Visa debit card)
• Educational (ex: What is bitcoin?)
• How-to & Troubleshooting walkthrough (ex: How do I log in to my account?)

We also discovered the need to distinguish the article types and map them to devices such as iOS, Android, and web app.

To simplify the instructional articles, we separated the instructions by device type (mobile and web) instead of having separate articles for each operating system (Android, iOS, and web app). We integrated a Xapo brand-illustrated mobile device to enhance brand extension and visibility, as the steps were similar between Android and iOS with only a few specific cases.

To save time, we used a template for repeat articles rather than coding each one from scratch.

• Workflow and improvement stages (customer journey mapping, steps, and optimization)
• Point of contact and strategy with self-help article suggestions

We then developed a clear information architecture, and content indexation while designing customer journey maps and customer experience design until the point of contact (Contact Us redesign).

Despite the presence of relevant articles in the knowledge base, some end-users would still submit requests to the support team without checking the self-service resources. To encourage self-service, we removed the "contact us" button from the footer of the support page and instead provided contacting steps in each support article. This approach helped drive end-users to consult the knowledge base before reaching out to our support team.

Additionally, we aimed to proactively resolve frequently asked questions during the contact process, thus minimizing the number of tickets submitted to our support team.

The support team's contact form was designed with four steps. The first two steps required the end-user to select from multiple-choice options, which would then generate specific content for the following step based on their selections. Depending on the options chosen, the third step would provide a list of relevant articles that could potentially solve the user's issue.

At this point, the end-user could review the suggested responses and try to resolve their issue by consulting the recommended articles. If none of the suggested responses were helpful, the end-user would be provided with a contact link to reach out to the support team directly for personalized assistance.

By incorporating pre-selected articles for specific topics within the contact navigation, we were able to provide self-help content from the knowledge base and potentially reduce resolution time, and avoid creating unnecessary support tickets.

Due to the nature of our business, certain users may face restrictions when accessing and utilizing our products and services. Similarly, it's important to restrict access to articles that don't apply to certain users based on their language or jurisdiction. To address this issue, we allocated selected articles under specific user segmentations, ensuring that users outside their jurisdiction were unable to access articles that did not apply to their profile type.

To achieve this, we utilized geolocation capabilities in our Salesforce content management tool, setting permission views and access restrictions for selected articles for certain user segments. This allowed us to hide certain articles from certain users and create various formats of content based on user segmentation by region or country of residence. This ensures that users access only the content that's relevant to their profile, depending on the type of service they use.

For instance, we created articles specific to the country-level available debit cards, such as those in Brazil, Argentina, Europe, the UK, and the USA.

Furthermore, we implemented restrictions on certain content at both the country and state levels based on user jurisdiction. For instance, while users in certain US states could receive Bitcoin payments and store them in their account, they were not able to buy Bitcoin from their account or use a Bitcoin Debit Card.

To improve the user experience and ensure that end-users can easily find the information they need, several steps were taken. Firstly, we created a translation glossary of key terms, such as transfer, transaction, and sending money.

Additionally, we worked closely with the Product and Development team to develop content in anticipation of future app feature releases. We also collaborated with the legal team to review and validate the newly created articles to ensure compliance with regulations.

Our goal was to develop content in line with future app feature releases and to provide our customers with the necessary resources to resolve their issues independently.

In addition to developing new content and optimizing the Self-Support platform, I was also responsible for monitoring user feedback and identifying areas for improvement. This feedback would be used to identify gaps in our knowledge base and unanswered queries, and continuously improve the overall support experience for Xapo's users.

The performance of Knowledge-Base articles was continuously tracked using analytics feedback. By analyzing user search and navigation patterns, we were able to identify and correct areas of poor site usability. For instance, we discovered that some Spanish-speaking users used a combination of English and Spanish words in their searches. By exploring this data, we instructed the knowledge base software to analyze cross-language semantic words, resulting in an improved content discoverability score for these users.

We recognized the significance of upholding brand consistency during the Xapo brand makeover. To achieve this, we revamped the support site entirely, ensuring it was in line with the brand's identity and image.

We incorporated several UI elements such as colors, fonts, images, and characters throughout the site to achieve this objective.

Competition study

Establishing the design for the video

Design elements for animation

Youtube thumbnail design

We overhauled the articles indexation and listings and redesigned the site's structure and grouped the main sections within their category, giving each section a unique icon and a comprehensive description of their respective content offerings. This approach allowed end-users to have a more informed and intuitive navigational experience, making it easier and faster for users to access all articles of a particular section on the same page.