My First User Experience Project

Back in 2012, I embarked on my very first user experience project while serving as a Content Writer for Fitbit. I had the privilege of collaborating with the emerging UX team to enhance the customer support website, for which I was creating content.
The website had become excessively dense and was proving to be a challenge for both customers and support staff to navigate. Working alongside the UX team, I set out to address this issue and create a more user-friendly experience for all involved.

Because Fitbit had such a large line of products at that point, I decided to take the first step in the customer support journey and put it front-and-center in a visually simple way, by asking users to select the product they needed help with. Because products that had been released long ago had the highest frequency of help requests incoming, we ordered the products from left to right, in old to new order.

On the product specific pages, support requests were ordered so that the most common issues were visually prominent. Sections specific to the setup process, product use, and manuals existed in a side bar for easy way-finding.

The resulting help page redesign was a success by all metrics. Customer inquiries decreased 29% within the first week of launching the updated web site. Fitbit’s support team continuously reported that the number of “canned replies” that could have been easily addressed by reading the help site content decreased, allowing Customer Support reps to focus on more specialized (and interesting for employees) troubleshooting exchanges with customers.