AWS Support

 

Goal: The team’s first goal was to reduce the duplication of support tickets by customers.  Our second goal was to add a new feature for customers which allowed automated requests for service limit increases.

Role: UX Designer

Overview: The layout of the support ticket page was confusing for customers. When filling out the ticket, customers were worried they would lose their completed form in the ticket if they chose to be contacted via phone or chat. This resulted in a double ticket being submitted by the customers.

The AWS support team also wanted to add a new feature which allows customers to submit a service limit Increase request and get instant approval. Previously, customers would have to wait for a customer service representative to get back to them. This decreased the normal three-day turn around to under a minute.

 

supportflows

User flows

Information architecture

support

Sketches

support_2

Service Limit Increase Ticket

case_page_reply

Changes made to current ticket