Problem Statement

Help & support ticket volume increased by 40% over three months, driving up operational support costs. Nearly 35% of all tickets were repeat requests, indicating that delivery partners were unable to resolve issues effectively through the existing support experience.

Delivery Partner Goal

Enable delivery partners to resolve common issues quickly and independently without contacting support. Provide a simple, transparent, and reliable self-service experience that reduces friction and helps them get back to deliveries faster.

Business Goals

Reduce overall Help & Support ticket volume by minimising repeat tickets.
Lower operational support costs by increasing self-service adoption.

Landing Page Redesign

The previous Help & Support page presented a long list of issues, creating high cognitive load.
Mixpanel data showed that most delivery partners used smaller-screen devices, making it less likely for them to scroll through the entire page.
As a result, Previously Reported Tickets—placed below the fold—were often missed, leading users to create duplicate tickets.
We simplified the landing page by surfacing Frequently Raised Issues and reducing the number of visible options.
For users with existing tickets, Past Tickets is now prominently displayed at the top for quick access.
This shifted the experience from searching through options to finding the fastest resolution.

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Outcome: Reduced cognitive load, improved ticket discoverability, and helped minimise repeat ticket creation.

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Prioritising High-Impact Flows