Zoom Support has over 12m+ user visits per month in 15 languages.
Creating an experience that spanned all User types (from Business executives, elders, tech-savvy millennials, government officials, students, etc.) was crucial, designs also had be be scaleable to business and new product initiatives as well as responsive.
Enable the users to find help by themselves to reduce the number of support tickets. By providing an intuitive and easy for for users to get help, it ultimately saves the company time and money.
I conducted a competitive analysis of the help sites of other large telecommunication and multi-product companies. Many users of Zoom also use programs from other large SaaS companies.
Understanding common ways other multi-product SaaS sites enable users to find help gave me an understanding of common flows. This helped me define which solutions to include in my design.
• Prominent search tool
• Top help issues clearly displayed
• Highlighted topic and Categories
• Account self service tools clearly displayed
• Product specific page dedicated to top issues
With the help of our Product Design Intern, Elisa Gonzales, a design system for the Support team was established. This included typography, colors, icons, buttons, etc. Using Atomic Design principles the design system was set up with atoms, organisms, and molecules. This established consistency and structure while also speeding up the design process.
