You will get FinTech Help Center UX Redesign, 23% Ticket Reduction Through Self-Serve UX
Project details
Led the end-to-end UX redesign of a FinTech Help Center to improve self-serve resolution and reduce dependency on customer support. The existing experience had fragmented content, poor discoverability, and high ticket volumes.
I began with a UX audit and support data analysis to identify top user pain points and high-frequency issues. Based on insights, I restructured the information architecture, simplified navigation, improved search discoverability, and redesigned key help flows to guide users toward faster issue resolution.
The new Help Center focused on clarity, task-based content, and intuitive journeys across web. High-fidelity UI was aligned with the existing design system and delivered in developer-ready Figma files.
Impact:
• ~23% reduction in support ticket volume
• Faster issue resolution through self-serve UX
• Improved content discoverability and usability
• Scalable structure for future feature additions
This project demonstrates how UX-led strategy can directly reduce operational costs while improving user satisfaction.
I began with a UX audit and support data analysis to identify top user pain points and high-frequency issues. Based on insights, I restructured the information architecture, simplified navigation, improved search discoverability, and redesigned key help flows to guide users toward faster issue resolution.
The new Help Center focused on clarity, task-based content, and intuitive journeys across web. High-fidelity UI was aligned with the existing design system and delivered in developer-ready Figma files.
Impact:
• ~23% reduction in support ticket volume
• Faster issue resolution through self-serve UX
• Improved content discoverability and usability
• Scalable structure for future feature additions
This project demonstrates how UX-led strategy can directly reduce operational costs while improving user satisfaction.
Main Type
Landing Pages, Mobile Apps, Web Apps, WebsiteFile Format
OtherWhat's included
| Service Tiers |
Starter
$400
|
Standard
$700
|
Advanced
$1,500
|
|---|---|---|---|
| Delivery Time | 3 days | 7 days | 12 days |
Number of Pages | 3 | 6 | |
Number of Revisions | 3 | 6 | Unlimited |
Source Files | |||
Commercial Use | |||
Convert to HTML/CSS | - | - | - |
Responsive Design | - | - | |
Interactive Mockup | - | - |
Optional add-ons
You can add these on the next page.
Additional Revision
+$20About Heena
Senior Product Designer - UIUX
Bengaluru, India - 2:11 pm local time
👉 Click “INVITE TO JOB” or “SEND A MESSAGE” — I reply fast and clearly.
I’m a Senior Product Designer with 8+ years of experience designing end-to-end digital products used by millions of users across fintech, SaaS, consumer apps, and enterprise platforms.
I specialize in turning complex user and business problems into intuitive, scalable product experiences that drive measurable impact — higher adoption, faster activation, and reduced friction.
Most recently, I was a Lead Product Designer at PhonePe, one of India’s largest fintech platforms, where I led high-impact initiatives across merchant, consumer, and internal systems.
🍀 What Makes Me Different
✔️ I think beyond screens — I design systems, flows, and outcomes
✔️ I’m comfortable owning problems end-to-end, from research to delivery
✔️ I design for scale, speed, and real-world constraints
✔️ I work seamlessly with PMs, engineers, and stakeholders
✔️ Remote-ready, async-friendly, and highly accountable
💼 Proven Product Design Impact
📌 PhonePe (Lead Product Designer)
• Redesigned the PhonePe Business self-serve platform, reducing onboarding drop-offs by 25–35% and improving merchant activation speed by 20–30%
• Owned the Consumer + Business Design System, auditing 20+ products and standardizing 45+ components, improving delivery speed by 30–40%
• Mentored and managed 5 designers, ensuring quality, consistency, and on-time delivery across high-impact initiatives
📌 Great Learning (Senior UX Designer)
• Designed end-to-end experiences for Great Learning Academy, helping learners access 700+ free courses
• Contributed to 5M+ course enrolments through product-led UX improvements
📌 Magicbricks
• Redesigned owner onboarding, listing, and dashboard experiences for 1.5M+ property owners
• Led research, UX, UI, prototyping, and validation across core journeys
📌 Gaana
• Redesigned the home experience for a music streaming platform used by 10M+ users, improving engagement through refined UX and design language
🧠 What I Can Help You With
🔹 Product & UX Strategy
• UX audits & usability improvements
• Simplifying complex workflows & systems
• Feature discovery & activation
• Retention & self-serve optimization
🔹 Web, Mobile & SaaS Design
• SaaS dashboards & enterprise platforms
• B2B & B2C web and mobile apps
• Design systems & scalable UI patterns
• High-fidelity Figma design & handoff
🔹 Redesigns & Optimization
• Reducing drop-offs and friction
• Improving onboarding & task success
• Modernizing legacy products
• Aligning UX with business goals
🧩 Industries & Platforms
🔸 FinTech & Payments
🔸 SaaS & Enterprise Tools
🔸 EdTech & Consumer Apps
🔸 Marketplaces & Internal Systems
Platforms: Web, iOS, Android, POS devices, internal tools
🛠 Tools & Skills
• UX Research, IA, Wireframing, Prototyping
• Interaction & Visual Design
• Design Systems
• Figma (advanced), usability testing
• Agile / Scrum collaboration
• Mentorship & stakeholder management
🚀 How I Work With Clients
• Clear communication, no fluff
• Strong ownership — minimal hand-holding needed
• Thoughtful design decisions backed by reasoning
• Reliable timelines and professional delivery
If you’re looking for a senior designer who understands scale, complexity, and business impact, let’s talk.
Steps for completing your project
After purchasing the project, send requirements so Heena can start the project.
Delivery time starts when Heena receives requirements from you.
Heena works on your project following the steps below.
Revisions may occur after the delivery date.
My Design Process
I analyze users and business goals, identify friction, restructure flows, design scalable UX/UI, and deliver production-ready Figma files that improve adoption and reduce support tickets.