Help Center

Enabling users throughout their customer support journey.

When a retired teacher told us she spent hours deciphering insurance terms online, only to call support in tears, we knew the Help Center needed more than a facelift—it needed to speak her language. Our goal was to democratize access to information for users overwhelmed by jargon. By integrating natural language search and restructuring the support page around user mental models, we turned frustration into empowerment. The redesigned email workflows weren’t just efficient—they were a lifeline for users like her, reducing emails by 60% and resolutions by 86%. This project taught me that accessibility isn’t just about compliance; it’s about dignity.