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5 min

Aug 4, 2025

New UI that Reduced Support Tickets

How we used a new UI and user testing to reduce operational costs and eliminate recurring support tickets.

Published by

Marcio Rebouças

0

new support tickets

0

new support tickets

0

new support tickets

-R$1.8k

lower support costs

-R$1.8k

lower support costs

-R$1.8k

lower support costs

-83%

lower bounce rate

-83%

lower bounce rate

-83%

lower bounce rate

Context

During the strategic migration of our WordPress environment to Vercel, we identified the newsletter management page as a critical point. As a legacy system, its instability and poor usability consistently generated friction and frustration for users.

Context

During the strategic migration of our WordPress environment to Vercel, we identified the newsletter management page as a critical point. As a legacy system, its instability and poor usability consistently generated friction and frustration for users.

Context

During the strategic migration of our WordPress environment to Vercel, we identified the newsletter management page as a critical point. As a legacy system, its instability and poor usability consistently generated friction and frustration for users.

Problem

  • Operational Cost: More than 8 support tickets per month to resolve actions that should have been self-managed.

  • Technological Risk: Constant instability due to a legacy infrastructure lacking maintenance.

  • Deficient Experience: An 82.7% bounce rate, indicating that most users gave up on the task due to frustration or confusion.

Problem

  • Operational Cost: More than 8 support tickets per month to resolve actions that should have been self-managed.

  • Technological Risk: Constant instability due to a legacy infrastructure lacking maintenance.

  • Deficient Experience: An 82.7% bounce rate, indicating that most users gave up on the task due to frustration or confusion.

Problem

  • Operational Cost: More than 8 support tickets per month to resolve actions that should have been self-managed.

  • Technological Risk: Constant instability due to a legacy infrastructure lacking maintenance.

  • Deficient Experience: An 82.7% bounce rate, indicating that most users gave up on the task due to frustration or confusion.

Objectives

  1. Eliminate support tickets related to newsletter management.

  2. Ensure the stability of the functionality, removing reliance on the old system.

  3. Develop a clear, fast, and intuitive self-management experience

Objectives

  1. Eliminate support tickets related to newsletter management.

  2. Ensure the stability of the functionality, removing reliance on the old system.

  3. Develop a clear, fast, and intuitive self-management experience

Objectives

  1. Eliminate support tickets related to newsletter management.

  2. Ensure the stability of the functionality, removing reliance on the old system.

  3. Develop a clear, fast, and intuitive self-management experience

Usability Test

Two rounds of testing with 30+ users:

  • Round 1: 85% success rate, 16s per task. Users were confused about the button’s purpose.

  • Fixes: added toggles for individual control, clear buttons, and an active newsletter counter.

  • Round 2: 100% success rate, average time down to 4.5s, much higher clarity.

Usability Test

Two rounds of testing with 30+ users:

  • Round 1: 85% success rate, 16s per task. Users were confused about the button’s purpose.

  • Fixes: added toggles for individual control, clear buttons, and an active newsletter counter.

  • Round 2: 100% success rate, average time down to 4.5s, much higher clarity.

Usability Test

Two rounds of testing with 30+ users:

  • Round 1: 85% success rate, 16s per task. Users were confused about the button’s purpose.

  • Fixes: added toggles for individual control, clear buttons, and an active newsletter counter.

  • Round 2: 100% success rate, average time down to 4.5s, much higher clarity.

Solution

We performed a strategic migration of the page to Vercel, eliminating WordPress dependencies. The interface was completely redesigned, with every element guided by insights from the tests to prioritize clarity, confidence, and simplicity.

Solution

We performed a strategic migration of the page to Vercel, eliminating WordPress dependencies. The interface was completely redesigned, with every element guided by insights from the tests to prioritize clarity, confidence, and simplicity.

Solution

We performed a strategic migration of the page to Vercel, eliminating WordPress dependencies. The interface was completely redesigned, with every element guided by insights from the tests to prioritize clarity, confidence, and simplicity.

Results

The launch validated the success of our approach, with direct and measurable impact on key indicators:

  • Support: 0 new tickets on the topic.

  • Engagement: 83% lower bounce rate.

  • User Efficiency: Task time reduced by 71% (from 16s to 4.5s).

  • Reliability: More stability with the new infrastructure.

Results

The launch validated the success of our approach, with direct and measurable impact on key indicators:

  • Support: 0 new tickets on the topic.

  • Engagement: 83% lower bounce rate.

  • User Efficiency: Task time reduced by 71% (from 16s to 4.5s).

  • Reliability: More stability with the new infrastructure.

Results

The launch validated the success of our approach, with direct and measurable impact on key indicators:

  • Support: 0 new tickets on the topic.

  • Engagement: 83% lower bounce rate.

  • User Efficiency: Task time reduced by 71% (from 16s to 4.5s).

  • Reliability: More stability with the new infrastructure.

0

new support tickets

0

new support tickets

0

new support tickets

-R$1.8k

lower support costs

-R$1.8k

lower support costs

-R$1.8k

lower support costs

-83%

lower bounce rate

-83%

lower bounce rate

-83%

lower bounce rate

Conclusion

This project proved that the best way to optimize operational costs is by eliminating the root cause of user frustration. By transforming a source of friction into an autonomous experience, we not only solved a business problem but also strengthened confidence in our platform.

Conclusion

This project proved that the best way to optimize operational costs is by eliminating the root cause of user frustration. By transforming a source of friction into an autonomous experience, we not only solved a business problem but also strengthened confidence in our platform.

Conclusion

This project proved that the best way to optimize operational costs is by eliminating the root cause of user frustration. By transforming a source of friction into an autonomous experience, we not only solved a business problem but also strengthened confidence in our platform.

Key Learnings

  1. User insight is a project's greatest asset: A well-executed usability test helps refine the solution and improve the product.

  2. Confidence-oriented design reduces costs: A good user experience that provides feedback and prevents errors helps reduce the need for support and strengthens the customer experience.

Key Learnings

  1. User insight is a project's greatest asset: A well-executed usability test helps refine the solution and improve the product.

  2. Confidence-oriented design reduces costs: A good user experience that provides feedback and prevents errors helps reduce the need for support and strengthens the customer experience.

Key Learnings

  1. User insight is a project's greatest asset: A well-executed usability test helps refine the solution and improve the product.

  2. Confidence-oriented design reduces costs: A good user experience that provides feedback and prevents errors helps reduce the need for support and strengthens the customer experience.

Role & Responsibilities

Discovery

UX Research

Usability Testing

UX/UI Design

Prototyping

Figma

Data Analysis

Analytics

GA4

GTM

Wireframes