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Hi, I’m Liv. I believe we can make people’s lives easier through human-centered design, storytelling, and measurable results.
My biggest strength is my ability to “see the forest and the trees.”
I’ve led the transformation of essential customer experiences for one of the most prolific brands in the world, helped launched Walmart’s first AI support chat and still love those XS feature enhancements (they often make the biggest impact, don’t they?).
So, let’s get to know each other.
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06 Redesigning Walmart’s Help Center
RoleTeam Lead | System Design
OpportunityWalmart’s Help Center page is the ‘air-traffic controller’ that directs customers to the best self-service option to resolve their issue. Whether that be to read an article for general information, get routed to order details, or initiate Walmart’s automated support assistant to self-serve or chat with an agent.
In 2023, Walmart’s Help Center was outdated, with wasted space and unclear navigation patterns. Key information was buried or hard for users to find, and the page lacked empathy or human-centered language.
Walmart’s Help Center had outdated content and no personalization, making it unwelcoming to users coming to the page.
ProcessDesign and content defined experience principles driven by customer data and best-in-class support experiences.
A content model was built to clearly articulate how important tone and voice are in a support channel.
The experience was designed and presented to senior leadership, then launched as an A/B test with plans to make iterative improvements. The launch instigated an end-to-end audit of all support content and articles.
Content model Our team built a content model to define the appropriate tone of voice to use in various scenarios.
For Help Center, it was important for us to ensure content was instructive and informative, as many users are coming to this page to find information or solve problems.
We believed the Help Center should feel like a store associate pointing you in the right direction.
Outcome
The team delivered a completely transformed Help Center experience that:
- Offers smarter shortcut links based on most popular articles.
- Displays of all articles upon landing on Help Center.
- Improves navigation on mobile and desktop, making it easier to switch between articles and browse content.
- Offers an inviting branded experience for users going through frustrating experiences.
View Help Center
Live today