Summary

Ziptext gives consumers the ability to chat directly with businesses.

Most product owners request that their product be clean and simple, but Ziptext’s own business model truly demanded a focus on content and communication. During the discovery phase, I asked myself the simplest, most elementary questions I could think of in order to lay out a solid foundation for the app.

What triggers a user to resort to customer support? What do they expect? Why does customer support exist in the first place?

In short, customer support exists as damage control because a product is unclear or unreliable. Logically, the customer service experience itself should be clear and streamlined, focusing primarily on solving the issues at hand without bogging down the customer experience.

‘Clarity’ was my mantra when redesigning Ziptext’s interface and user experience.  This included leveraging the original color palette to call out actions more clearly and provide a pleasant journey for the user.