Mogo Inc.: Improving the Help Centre
Introduction
Mogo is a Vancouver-based financial technology company offering multiple products — prepaid cards, credit score checks, identity fraud protection, mortgage, crypto wallet, and loans, with a mission to help Canadians control their finances.
Working with the illustrator and the development team, I redesigned the Mogo Help Centre to improve its usability while reflecting the latest Mogo brand.
Role
Product Design
Categories
Marketing website
Year
2018–2020
Problem
The existing help website needed updates such as:
- Search functionality
- New look
- New backend
- Improved customer service feature
Solutions
After research and discussion, Mogo decided to use Zendesk; a 3rd party service to improve customer service and the overall website experience. Using this service solved the existing issues listed above.
It was important for the customer service team to see if the Mogo help articles were actually helpful. By implementing the feedback section in each article, users were able to express whether they had found the articles helpful or not.
The feedback button was built as a simple yet effective toggle button. Originally it was intended to have a feedback field when the user selected 'No' for the users to send a note but it was changed for quicker implementation.
Integration with Zendesk allowed the new Help Centre to offer a more robust search feature that allowed users to view articles related to the keywords they searched for.
Getting an error or an empty search page doesn’t have to be serious. The illustrator and I came up with some fun ways to show these pages.
Contact
elinataka727@gmail.com