Lightyear fintech help centre
I redesigned Lightyear’s help centre around real customer questions. It shipped on web and in the app, reducing support contacts by approximately 15%.
- ≈15%Fewer support contacts
- 2Platforms shipped
- Search-ledSelf-serve answers
Routine questions were consuming time meant for complex cases
Lightyear’s support team was repeatedly answering the same routine questions. The redesign had to make answers easy to find on mobile, preserve the brand’s tone and work across both the public website and app.
Ticket data and the language customers used with support shaped the structure. I designed the search-led front page, article templates and request forms, then worked with engineering through both implementations.
Customer questions became the information architecture
The first structure mirrored Lightyear’s internal teams. Customers did not describe their problems that way, so I regrouped content around their language, put search first and kept the browsing paths shallow.
When someone still needed a person, the request form accepted screenshots and files so the support agent started with context instead of another round of questions.
User tests, search behaviour and support feedback continued to refine results and category names after launch.
Every question the help centre answered was one an agent didn’t have to, freeing the team for the cases that needed a person.
Document the common questions, not every edge case
A help centre that chases every edge case becomes a wiki nobody maintains. I focused on the questions driving most tickets and kept an obvious route to a human for the rest.
Approximately 15% fewer support contacts
- The web and in-app redesign reduced support contacts by approximately 15%.
- Agents had more time for cases that genuinely needed a person.
- The help centre became one of the main places customers learned what Lightyear could do.
See the Help Center live.
Trying to reduce avoidable support demand?
Send me the product, the recurring questions and where customers currently give up.
Related services: fintech product design accessible product design product conversion design
