Reducing User Friction in a High-Volume Customer Support Experience

Role: UX Designer (User Advocate)
Timeline: Ongoing (Real-world system)
Tools: Figma, Journey Mapping, Workflow Analysis
Skills: User Research, Interaction Design, UX Writing, Systems Thinking

Problem Statement

In a high-volume customer support environment, users frequently experienced anxiety, confusion, and frustration—not because the service failed, but because the system failed to communicate clearly.

Despite internal processes being technically sound, users lacked visibility into:

• What was happening

• What to expect next

• When action was required from them

This uncertainty led to increased call volume, escalations, and diminished trust.

My Role

As a Customer Care Lead, I operated as the primary advocate between users and systems. I identified recurring user pain points, analyzed behavioral patterns, and partnered with leadership to improve workflows that directly impacted the user experience.

In this case study, I translate that real-world problem into a UX-driven solution.

Research & Discovery (UX Framed, Real Experience)

Research Methods Used

• Live user observation (customer calls)

• Behavioral pattern analysis

• Root-cause analysis

• Workflow mapping

Key User Pain Points

• “I don’t know what’s happening.”

• “I don’t know what I’m supposed to do next.”

• “I was told one thing, but something else happened.”

Key Insight

Most frustration came from uncertainty, not system failure.

Users didn’t need more information — they needed the right information at the right time.