ABOUT THE PROJECT

I worked with ebay as part of the global project team to improve their online customer support service, and reduce the number of call escalations. My role was to provide iconography concepts, produce initial wireframes and concepts for the site redesign, to ensure it is inline with ebay’s new brand strategy.

UNDERSTANDING THE USER

Using the insight user behaviour tracking videos provided by ebay, we were able to look into the details of individual user sessions to resolve difficulties and come up with the initial wireframes using Sketch. 3 days card sorting exercise was also performed to organise the information architecture and remove duplicated pages to avoid user going into loop holes.

ICONOGRAPHY

The online customer service content could be really dry and boring. Instead of introducing images to distract the user, clean typography and iconography were used to enhance the UI and user journey. I created 3 iconography concepts with the micro-animation in mind for my design.