Tradera (former Ebay Sweden) wanted to reinvent their customer service pages to increase user engagement and lower support calls.
We focused on a few key features to help you find the answer to your question: lower user investment when you navigate the FAQ, as well as to make it clear where you are at all times.
To validate our ideas we created quick prototypes.
A card based accordion navigation allows for expanding and collapsing content, while keeping an overview of your location.
Live search results keeps the overview while also giving the user instant feedback their search queries, and a dynamic back link makes it easy for the user to get back to the auction item viewed before going to the support pages.
”The cooperation with Now Agency clearly exceeded our expectations. It was very easy to get started, while they quickly gained a good understanding of what we wanted to accomplish from a broader perspective. Now Agency promptly came with suggestions of how it could work and take shape. Virtually all of the concepts that Now Agency developed is now in production.”
Mariana Rönnbäck, Customer Service Manager at Tradera / PayPal