New Inbox
Customer support specialists desire to close conversations with greater speed and efficiency. However, Help Scout’s outdated mailbox experience caused unexpected friction. To keep a cutting edge in the market, we updated the experience to be more modern and optimized for legibility and context. The new alpha experience displayed opportunities for iteration and early indicators of success.
Problem
Customer support specialists need to close conversations with greater speed and efficiency. Transitioning to Help Scout caused a lot of friction due to the outdated messaging patterns, compared to industry standard, and we needed to maintain an edge in the market.
Solution
In order to introduce new customer driven features we needed to migrate frameworks. During this time, we took advantage of updating the design to be more modern, optimizing for legibility and context, and maintaining focus with opt-in complexity.
Outcome
Delivered an alpha experience quickly to identify key opportunities for growth, while improving efficiency through new micro-interactions. Proposed larger iterations to key stakeholders and team that would result in greater customer buy in of the redesigned experience.
Help Scout | Dec 2021-May 2023
I joined Help Scout mid way through this process and was tasked with taking the broad strokes of a rewrite and painting in the details. I co-led the team with the product manager in strategy and research. I designed everything from edge cases to new experiences within the Inbox, and conducted visual quality assurance.
What is Help Scout?
Help Scout is a customer support company, focused on providing a beautiful and highly usable platform for support specialists everywhere to aid the needs of their customers. Help Scout’s core product offering is the shared inbox and has grown to add in chat functionality, knowledge base doc support, and more.
