OVERVIEW

DISCOVER

DEFINE

DEVELOP

DELIVER

WORK

ABOUT

RESUME

WORK

ABOUT

RESUME

Wayfair

Help & Contact

Transforming the Help Center into a one-stop support hub for all customers.

Overview

We transformed Wayfair's Help Center from a fragmented collection of service pages into a unified, personalized portal—a strategic redesign aimed at enhancing the customer experience while reducing support inquiries through contact deflection.

As the design lead, I defined the detailed vision for the new Help & Contact page and managed the work of a UX contractor who helped with validation testing, ensuring alignment with business goals and user needs throughout the entire process.

Timeline

Designed: Nov-Feb 2024

Launched: Aug 2024

My Role

Design Lead

Responsibilities

Evaluative research

Concept refinement

Interactive prototyping

Design deliverables

Concept validation

Team

2 Product Designers

1 Content Designer

1 Product Managers

2 Engineering Teams

Platform

Web

Discover

Background

The Help Center and Contact Us pages had inefficiencies and high bounce rates, driving millions of extra service contacts annually.

Previously, Wayfair’s "Contact Us" landing page offered multiple channels for live support, including chat, phone, text, and email. We ran an A/B test where we replaced these options with the Virtual Assistant in order to reduce costs by deflecting live contacts and encourage self-service.

Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.

Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.

Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.
Help Center
Fragmented navigation and unclear CTAs hinder users from easily locating the help they need.
Help Center Articles
Dense text and lack of visual aids make it difficult for users to quickly find and understand key information.
Contact Us Page
Limited pathways and reliance on a Virtual Assistant create barriers for users seeking alternative support options.

The Problem

The Help Center and Contact Us pages had several UX gaps that led to inefficiencies and user frustration. Two major issues:

🚦 The Help Center is the biggest source of traffic to the Contact Us page.

🚪 Many customers would immediately bounce if they only see the Virtual Assistant as the only option.

Research

2M

Annual contacts come from visiting the Help Center

45%

Users visit Contact Us after the Help Center

16%

Abandonment rate on Contact Us

We leveraged our A/B testing insights, FullStory session observations, and conducted a comparative analysis to uncover key gaps in Wayfair’s experience.

Learnings

🔀 Customers frequently toggle between Help Center and Contact Us due to redundant content.

🏡 Customers need for a softer, more welcoming entry point that accommodates diverse user preferences

🧘🏻‍♀️ Competitors offered simple, single-page help experiences with a consistent design pattern.

Define

Opportunity

How might we simplify the Help Center to streamline and encourage self-service pathways?

Concepts

Crafting this solution alone would be like trying to build a house with one brick 🧱— this project required close collaboration with various teams.

We partnered with Order Experience to map out delivery statuses and self-service options, while Storefront provided insights on effective design patterns they recently implemented on the app experience for surfacing relevant order information.

Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.

Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.

Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.
Lo-fi Wireframes
Product and Design collaborated on initial concepts, identifying features and general layout
Order Statuses
Identifying order statuses that would be relevant to customers on the new Help & Contact page
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Upcoming Design Changes
Syncing with the App and Order Experience Design Leads helped identify design patterns we'd want to leverage for a cohesive design language
Hi-fi Concept Exploration
I worked on hi-fidelity concepts so that I could quickly reference our established patterns and components as needed.

Design Goal

Enhance the customer's journey to seeking help by providing a personalized and centralized experience that allows them to self-serve, with Wayfair stepping in as needed.

Develop

Concept Validation

First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session

First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session

First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session
First Impressions
Clip from UserTesting session where participant was sharing a first impression of the page
Finding Self-Service
Clip from UserTesting session where participant was starting a self-service session

Usability Testing

We held two rounds of unmoderated usability testing. This was our opportunity to validate any concerns with the overall concept and potential usability concerns, like the design affordance in the Help Articles section.

We synthesized our findings using both qualitative and quantitative data to give teams and leadership a clearer understanding of design impact. By combining both data types, we can offer a well-rounded perspective that informs strategic decisions. To quantify and benchmark usability insights, we used the SUPR-Q questionnaire, providing measurable data to support our findings.

Usability Scorecard

4.19

Raw Score

Average of component scores measured on a scale of 1-5

Component Scores

4.40

Usability

4.80

Trust & Credibility

4.30

Appearance

4.37

Loyalty

Deliver

Solution

We streamlined the Help Center by consolidating resources into a unified, easy-to-navigate landing page.

By simplifying navigation, improving content hierarchy, and promoting self-service, we aimed to enhance customer engagement and satisfaction.

Our content designer did a major sweep of our articles, merging some where necessary and cleaning up the hierarchy.

Approach

👤 Add personalization with context-aware greetings and tailored actions

🗺️ Simplify navigation by providing direct access to orders, quick actions, and help topics

🏢 Consolidate touch points into a single, comprehensive place for customers to get help

🤖Empower customers with intuitive, self-serve solutions

Consolidated Help Resources

Deprecated the Contact Us page so we can better direct customers towards our self-service options and Virtual Assistant first.

Personalized Greeting & Recent Orders

Greet customers when they're logged into their Wayfair account.

Improves relevance by surfacing user-specific details upfront, namely their three most recent purchases.

Provide delivery status and a drawer filled with a list of dynamic actions the customer can take for that particular item.

Dynamic Quick Actions

Streamlines navigation by presenting contextually relevant actions.

Gives customers a clear idea of what sort of actions they can take online without contacting live help.

Customers are presented with ineligibility messaging for actions, when applicable.

Tabbed Help Topics

Organizes content into intuitive categories with preview cards, reducing cognitive load.

Each category tab has a slider full of articles. Articles have a preview sentence to give customers an idea of what information they'll find inside. The articles open on a new tab.

View All opens a drawer that lets customers see all articles listed out, in case scrolling through tabs and a carousel doesn't fit their navigation expectations.

Feedback Mechanism

Encourages trust and continuous improvement by enabling users to provide feedback on the Help & Contact hub.

Further Help Section

Container that lives above the footer.

It will sit directly on top of the footer so that it feels like a part of it. Adding a value prop and CTA for Virtual Assistant, which informs customers that the VA can connect them with Live Help if needed

Design Deliverables

Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.

Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.

Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Design Overview
Details design approach and how interactions impact the UI, including dynamic choices, local actions, and step-by-step processes.
Diagrams & Screen Flows
Outlines where customers will be taken for each quick action and screen flows for various scenarios, such as: entering self-service workflows, opening articles, feedback mechanism, and virtual assistant interactions.
Component Mapping
Outlines which Homebase design system components to use, spacing, screen variations for various use cases, and responsive layout.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.
Content Mapping
Organizes the dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed. This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.