The problem
I hope you can read my handwriting
People skip through Avito¹ support articles and write to the support team instead
1. Avito is a Russian classified site. It's biggest classified in Europe with DAU of 10 million visitors
We are the leading firm by delivering quality and value to our clients. All our professionals have more than 5 years of legal experiences. We like what we do.
Expectations of my product manager. Что хотел продукт менеджер
Hide contacting the support from main в article, чтобы можно было только оттуда сделать обращение
Deepepr problem
All articles were unreadable. Texts were convoluted and referred to other articles that referred to another articles.
Картинка с текстом (перевод)
All articles were unreadable. Texts were convoluted and referred to other articles that referred to another articles.
I made the user journey:
I hope my script
is readable
is readable
Okay, what we are focusing on?
Half of all requests are about blocked ads. Usually it means, that a person put a copy of their existing ad. It's forbidden cause as a classidied we want only unique ads. When someone puts a double it usually means, that they want to ‘bump’ an ad to the top of the search.
Half of all requests are about blocked ads. Usually it means, that a person put a copy of their existing ad. It's forbidden cause as a classidied we want only unique ads. When someone puts a double it usually means, that they want to ‘bump’ an ad to the top of the search.
The journey
Person puts up their selling ad —
Some time passes and an ad sinks to the bottom of the search page —
A person wants the ad in the top results and puts a new add —
Person recieves the email that the new ad is blocked —
They checks the add and don't know what happened —
They read supporting articles —
They don't undertant and they write to a support team
Person puts up their selling ad —
Some time passes and an ad sinks to the bottom of the search page —
A person wants the ad in the top results and puts a new add —
Person recieves the email that the new ad is blocked —
They checks the add and don't know what happened —
They read supporting articles —
They don't undertant and they write to a support team
Fixing texts
Text is the most important thing in this case. No interface solution can tell the person what's wrong with his ad if supporting texts are unreadble.
I double (triple?) as an UX-writer so I lead the text story:
1. Evaluation of current texts
2. I lead the workshop with copywriters
3. Finding all texts about blocking ads and rewriting it. Yes, all by myself. It's would be a guide for all future rewriting of articles.
I double (triple?) as an UX-writer so I lead the text story:
1. Evaluation of current texts
2. I lead the workshop with copywriters
3. Finding all texts about blocking ads and rewriting it. Yes, all by myself. It's would be a guide for all future rewriting of articles.
Evaluating current texts
Workshop with copywriters
Finding all touchpoints with user
1 The add (putting an add)
2 Email
3 The ad itself
4 support page
2 Email
3 The ad itself
4 support page
Solution
New Add, email, add itself, support page
Support page
Мы переработали контакт с суппортом. Мы знаем когда пользователь идёт спрашивать о блокировке объявления.
Идём наопережение
Мы переработали контакт с суппортом. Мы знаем когда пользователь идёт спрашивать о блокировке объявления.
Идём наопережение
Result
Мы снизили количество обращений в два раза. Это четверть всех обращений ежедневно. Это очень много.
Мы создали новый виззард обращений с предсказанием запросов. Что тоже порезало
Мы создали новый виззард обращений с предсказанием запросов. Что тоже порезало