Support Center

This was a re-design project. The one of challenges on this project for me was that I personally didn't use support center often as a DocuSign employee. Knowing that it was a re-design support center project, I explored our current support center and wrote down all the questions and my pain-points as an user of DocuSign Support Center. when I use DocuSign support center, I also tried the Support Center Live Chat to talk with a DocuSign customer support agent, to try to understand the common issues our users have when they contact DocuSign, and thoughts DocuSign Support agents. 

During knowledge gathering, I found some issues with the current DocuSign Support Center and learned more about some technical constraints. Those constraints were caused by the different platforms being used by DocuSign Support Center and the rest of DocuSign.

After learning more about current DocuSign Support Center, I listed all the pain points. I communicated with our product manager and developer about what we needed to do on this project and what technical constraints can be actually over come.

I suggested to remove all states icons except for “user attraction require” because we have 5 different states. If we try to have icons on all of them, our uses must learn the difference between icons.