JPMorgan Chase API Store
An API Store website where people share APIs (application programming interfaces) for open banking.
Developer.chase.com
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Creating a new support section
Chase aimed to enhance the support section to reduce the number of support tickets for operations admins.
A simple self-service support solution
We began the project by understanding the users’ pain points and identifying their needs through interviews with developers, stakeholders, and operation admins. We learned that developers particularly prefer to find answers themselves quickly and diagnose issues themselves. They prefer self-solving and direct dialogue with knowledgeable experts. They expect self-service support options such as a Community blog and a simple ‘Contact Us’ feature.
We began the project by understanding the users’ pain points and identifying their needs through interviews with developers, stakeholders, and operation admins. We learned that developers particularly prefer to find answers themselves quickly and diagnose issues themselves. They prefer self-solving and direct dialogue with knowledgeable experts. They expect self-service support options such as a Community blog and a simple ‘Contact Us’ feature.
Given the early stage of this website, we built a new initiative support section. We prioritized the scope of MVP works considering timeline constraints. Creating quick sketches, aligning the concept with stakeholders, and creating agnostic templates were key, considering that content would be inserted later.
Final design
We built a streamlined, easy and simple support, resulting 17% reduction in support tickets and an 18 hours decrease in the time to close a ticket.