Moneris Self-Help Site

The Moneris Self-Help site redesign focused on improving the FAQ and troubleshooting experience for customers. The goal was to empower users to resolve issues independently, reducing call center volume and enhancing overall customer satisfaction and Net Promoter Score (NPS).

Role: UX/UI Designer

Tools: XD, Illustrator, Photoshop

Problem

The existing help page was cluttered, difficult to navigate, and lacked clear pathways for self-resolution. Customers often resorted to calling support, increasing operational costs and negatively impacting user experience.

Problem Statement - How Might We...

How might we create an intuitive, structured self-help platform that enables customers to quickly find answers and troubleshoot issues on their own—ultimately reducing call center dependency and improving NPS?

Exploration

User Research: Conducted interviews and analyzed call center data to identify common pain points and frequently asked questions.
Content Audit: Reviewed existing FAQs and help articles to determine relevance and clarity.
Information Architecture: Developed a new hierarchy for content, grouping topics logically for easier navigation.
Prototyping: Created wireframes and tested navigation flows with real users to validate usability.

Feasibility

Technical Constraints: Worked within Moneris’ CMS limitations while ensuring flexibility for future updates.
Content Strategy: Collaborated with support teams to ensure accuracy and completeness of troubleshooting guides.
Accessibility: Applied WCAG standards for readability and interaction.

Solution

The redesigned self-help site featured:

Clear Categorization: Organized FAQs and troubleshooting guides into intuitive sections.
Search Optimization: Implemented a robust search function with predictive suggestions.
Step-by-Step Guides: Added visual aids and structured instructions for common issues.
Responsive Design: Ensured seamless experience across desktop and mobile devices.

Impact

Significant reduction in call center inquiries for common issues.
Improved NPS score due to enhanced self-service capabilities.
Positive feedback from customers on ease of navigation and clarity of content.

Takeaways

Empathy Drives Design: Understanding customer frustrations shaped the entire experience.
Content Matters: Well-structured, clear content is as critical as visual design.
Continuous Improvement: Self-help platforms require ongoing updates based on user feedback and evolving needs.