UX Research
5 min
Jul 12, 2025
Eliminating Support Tickets with New UI
Redesigning newsletter management to enable self-service and eliminate support requests.
Published by
Marcio Rebouças
Case Summary
0
support tickets
-2h
lower support cost
–83%
lower bounce rate
Context
The company relied on a legacy newsletter management system, requiring clients to contact support to manage subscriptions.
Problem
Clients could not manage newsletter subscriptions themselves, generating ~8 support tickets per month.
Solution
I designed a self-service newsletter management tool that allows clients to easily enable or disable subscriptions.
Objectives
The goal was to simplify newsletter subscription management and reduce operational friction for both clients and the support team.
Self-Service
Enable clients to manage newsletter subscriptions without support.
Support Efficiency
Reduce support requests related to newsletter management.
Usability
Design a clear and intuitive interface that improves task completion.
Usability Test
To validate the new experience, I conducted a usability test using Maze with 30+ participants. The goal was to understand if users could manage newsletter subscriptions without assistance.
Key Insights
The research revealed four important insights:
Clarity
Users needed clearer controls to easily understand how to subscribe or unsubscribe from newsletters.
Visibility
Newsletter options were difficult to find, making subscription management confusing.
Simplicity
Users preferred simple interactions to manage subscriptions without navigating multiple steps.
Control
Professionals wanted a quick way to review and manage all newsletter subscriptions in one place.
Final Solution
Based on these insights, I designed a simplified interface with clear subscription controls, allowing users to quickly manage their newsletter preferences.
Results
The new product generated significant business impact:
0
support tickets
-$3,8K
lower support cost
–83%
lower bounce rate
Key Learnings
Self-service reduces operational friction: Allowing users to manage their own settings eliminated unnecessary support requests.
Clarity improves task completion: Simple controls and clear labeling helped users quickly understand how to manage subscriptions.
Role & Responsibilities
UX/UI Design
UX Research
Discovery
Prototyping
Figma
Data Analysis
Analytics
GA4
GTM
