Help & Support, rebuilt around what people came to fix
Role · UX/UI designerTeam · Co-designed with 1 other designer · 1 PO · developersTimeline · 3–4 monthsPlatform · iOS & AndroidStatus · In development
9:415G
Report home internet
Here’s what we found…
Signal qualityGoodPackageNormalDeviceNot normal
Your home internet can’t connect. Try these first:
1Check the cables
Make sure every cable behind the router is pushed in.
2Turn the router off and on
Press Power to switch it off, then on again.
Tap “Done” once you’ve tried both
Done
Back to Help
9:415G
Track problems
Home 088-XXX-4567
In progress (1)Done (1)
Showing the last 30 days
Technician visit on29 Aug | 11:30–12:30
Home internet keeps droppingHome
RescheduleView details
9:415G
Help
What can we help with today?
Type the problem you have…
Home 088-XXX-4567
Your status…↻ Check again
SignalOnlinePackageNormalDeviceNot normal
Your home internet can’t connect. The signal is unstable or the router has a problem.
Checked at 10:00
Start fixing
Manage home internet
Refresh signalFixes most slow or stuck connections
Adjust speed
Wi-Fi name & password
Report a problem
Home internet
TV box
Move a visit
Bill & top-up
Calls & data
Something else
Your status…↻ Check again
SignalOnlinePackageNormalDeviceNot normal
Your router has a problem.
Start fixing
IN SHORTPeople came to Help & Support in a large Thai telecom app to “report a problem”, but what they wanted was their internet working again. I co-designed the new Help & Support with one other designer and owned five of its core features, from proactive diagnosis to the live activity, all built on one idea: tell people what’s wrong before they ask. Two features are in build now; the rest rolls out next year.
Screens on this page are recreated to respect confidentiality. The structure and decisions are real; the brand and data are not.
It started with a bigger word.
The brief from leadership was one sentence: Help & Support should go beyond reporting problems and become real customer care.
It’s a good sentence, and an easy one to answer with a nicer form. First we needed to know what “care” meant to someone whose internet is down. The other designer had already started on user feedback about the existing flow; I joined while that research was underway.
What customers told us
The feedback sorted itself into three piles. None of them was about how the page looked.
Reporting didn't work the way they expected
“I read the symptom for my TV box and thought I'd reported it. I couldn't find where to actually report, so I'd probably just call.”
They reached for other channels before “Help”
“I tapped Chat because I was looking for a person to tell.”
Some paths ended nowhere, or looped
“I reported it in the app, so why is it telling me to contact the company again? And when I call, nobody picks up.”
That last quote stayed on my screen for the whole project.
Where else people go
If customers skip Help, they go somewhere. So I lined up every channel they actually use and checked what each one lets you do.
What people need
Help & Support menu
Chatbot
Pantip
Facebook
LINE OA
Call center
Report home internet
Report mobile
Report TV box
Track a reported problem
Report for someone else
Report anything beyond signal
Say it in your own words
Reach a real person
The call center can’t connect you to a person except to suspend a number. Highlighted rows: what every other channel had and ours didn’t.
A strength nobody could see
Our menu was the only place you could follow a problem after reporting it.
What it was missing
The human part: report for your mum, describe it your own way, feel like someone is listening.
Three people, one broken connection
Grouped by how comfortable people are with technology, three very different people appeared, wanting almost opposite things from the same screen.
XNon-tech confidentGen X · 45–59
Goal
Help without feeling stupid about technical words.
Generic answers like “please restart your device”.
Needs
Detected anomalies, real network numbers.
Transparency & control
Whatever we showed had to feel gentle to one and precise to another.
Where the feelings turn
Then we mapped how each of them feels at every step, from noticing something's wrong to getting it fixed. The journey wasn't long. It just went wrong in the same three places for everyone: not knowing, not being sure what to do, and feeling ignored when it came back.
BeforeHatched column didn’t exist yet
Encounter the problem
Report it
Resolved
{{ st.t }}
{{ r.t }}{{ r.d }}
{{ d.t }}
Nobody wants to report a problem
Put together, the pattern was clear: people don’t come to Help & Support to report anything. They come because something is broken. Reporting was just the only tool we’d given them. So “going beyond” meant three moves.
Tell the problem before they have to askLet the app check the connection itself, and offer the fixes people can do in a tap.
Get them to the right place fasterA home that starts from their actual service, and a search that understands how people describe problems.
No more dead endsWhen a technician is needed, let them manage the visit, report for someone else, and see what's happening without asking.
To keep the team honest, we wrote the needs down as user stories. Every feature had to answer at least one. Four of them:
Proactive
“I want the app to detect poor network quality automatically, so I know when something is wrong.”
End to end
“I want to report and see immediate suggestions to fix simple issues without contacting support.”
Root cause
“I want to know the signal in my area and my own signal, so I know if it's my internet or the area.”
AI assistant
“I want to search for troubleshooting in the app, the way I'd ask ChatGPT or Gemini.”
Then we drew the journey we were aiming for. It adds a step that didn’t exist before, fix it myself, and moves every persona to calm. One spot we didn’t pretend to fix: when a problem comes back, people will still be anxious. The goal there is anxious, not angry.
After the redesignDashed = where they were before
Encounter the problem
Report it
Resolved
{{ st.t }}
{{ r.t }}{{ r.d }}
{{ d.t }}
The home that took ten versions
The Help home had a lot to hold: diagnosis, reporting, tracking, FAQ, a way to reach a person. I explored ten versions, each a different answer to one question: what comes first, and how much should each part say? The personas pulled opposite ways: Gen Z wanted numbers, Gen X feared technical words, Gen Y just wanted to know someone was on it.
Ten of my versions of the Help home: different order, different sections, different ways to say what’s wrong.
01 Status first, then a quick fix
02 Service rail beside the status
03 One “we found…” card with the fix
04 Pick a service, the page follows
05 A status row per service
06 Everything on one page
07 Check first, track by status
08 Explain it in words, then articles
09 Open-issue banner, picture categories
10 Problem and fix above search
What unlocked it was a different question: not “what can we show?” but “what does someone need to take the next step?” Diagnosis shows it best. On the home it only answers “is something wrong, and where?” If something is, one line says what and one button starts the fix. The full check lives on its own page.
9:415G
Help
What can we help with today?
Type the problem you have…
Home 088-XXX-4567
Your status…↻ Check again
SignalOnlinePackageNormalDeviceNot normal
Your home internet can’t connect. The signal is unstable or the router has a problem.
Checked at 10:00
Start fixing
Manage home internet
Refresh signalFixes most slow or stuck connections
Adjust speed
Wi-Fi name & password
Report a problem
Home internet
TV box
Move a visit
Bill & top-up
Calls & data
Something else
Home · the quick read
→
9:415G
Report home internet
Number with the problem
088-XXX-1111
Checking your connection…
Signal qualityPackageDevice
Back to Help
Detail · checking
9:415G
Report home internet
Number with the problem
088-XXX-1111
Checking your connection…
Signal qualityGoodPackageNormalDevice
Back to Help
Detail · 2 of 3 back
9:415G
Report home internet
Here’s what we found…
Signal qualityGoodPackageNormalDeviceNot normal
Your home internet can’t connect. Try these first:
1Check the cables
Make sure every cable behind the router is pushed in.
2Turn the router off and on
Press Power to switch it off, then on again.
Tap “Done” once you’ve tried both
Done
Back to Help
Detail · one problem, one action
A glance on the home
Three statuses: signal, package, device. When one turns yellow, one line explains it and one button starts the fix.
Detail one tap away
The full check has three loading states, so waiting feels like progress, then names the problem in plain words.
One clear action
A fix they can do now, or the right path to get help.
The card I argued for
Remember the customer who reported a problem and was told to call anyway? After you report something, the worst feeling is not knowing whether anyone saw it.
I proposed a preview of the latest report right on the Help & Support home, so people wouldn't have to dig into a full list. A teammate pushed back: the tracking page already existed, so was the card really necessary?
It isn't a shortcut. It's reassurance.
It answers “is anyone on this?” before the customer has to go looking, the visible progress Gen Y asked for. The card stayed.
9:415G
Report a problem
Home internet
TV box
Move a visit
Bill & top-up
Calls & data
Something else
Track problemsSee all ›
In progress (2)Done (1)
All numbersPersonalHome
Technician visit on29 Aug | 11:30–12:30
Home internet keeps droppingHome
RescheduleView details
Common questionsSee all ›
Home, with the latest report
9:415G
Track problems
Home 088-XXX-4567
In progress (1)Done (1)
Showing the last 30 days
Technician visit on29 Aug | 11:30–12:30
Home internet keeps droppingHome
RescheduleView details
The trip it saves
The rest of the system
With those two decisions settled, the other pieces fell into the three moves.
Tell the problem first
9:415G
Hello Khun Lisa
Your internet has a problemThe fibre cable to your home is damaged. Pick a time for a technician.Book a visit →
147.93 THB Due 23 JunTop up
Usage
Add-ons
Pay & top up
Bills
My network
Roaming
New
More
A heads-up on the app home
9:415G
Refresh signal
01:46
Hang on a moment
We’re refreshing your signal. Home internet and connected devices will be offline until it’s done.
Cancel
Refresh signal in one tap
Get there faster
9:415G
Help
What can we help with today?
Type the problem you have…
Home 088-XXX-4567
Your status…↻ Check again
SignalOnlinePackageNormalDeviceNormal
Manage home internet
Refresh signalFixes most slow or stuck connections
Adjust speed
Wi-Fi name & password
Report a problem
Home internet
TV box
Move a visit
Bill & top-up
Calls & data
Something else
New Help & Support home
9:415G
Search
Why is my internet so slow?
Which number should we check?
PersonalHome088-XXX-1111
Personal
Checking the signal on your personal number…
Type what you need help with
AI search
No dead ends
9:415G
Report status
Report details Ticket: S-00-0000000
Fixed by 29 Aug | 11:30
Technician booked
29 Aug | 11:30
A technician will visit on 29 Aug, 09:00–11:30
Reschedule ›
* Change the time at least 2 hours before the visit
Note for technician: last house on the lane, white fence
27 Aug | 09:00–11:00
You can change the visit up to 2 times
Reset
Confirm
Reschedule or cancel a visit
9:415G
Help
Personal 09X-XXX-1111
What can we help with today?
Choose a number to report
Home 088-XXX-4567
Report for another number
Scan the QR code It’s on the side of the router
Enter the home internet number We’ll send an OTP to confirm
Report for another number
9:415G
Friday 29 August
9:41
Is your internet back to normal?Let us know so we can rest easy
Not yet, help meIt works now
Check-in an hour after a fix
Where it is now
Building now
Reschedule a technician visit · Report for another number
Rolling out through next year
New home · AI search · Proactive diagnosis · Quick self-service · Live activity
So there are no results to show yet — and I'd rather say that than invent them.
How I'd know it worked
Fewer calls that start with “I already reported this.”
If people can see their problem being handled, or fix it themselves, they won’t need to call. That’s the first number I’d watch, next to how many problems get solved in the app without a technician.
What I'm taking with me
Question the brief's words, not just its goal
“Go beyond” could have meant a prettier form. The feedback showed it meant fewer reasons to report at all.
When the options pile up, change the question
Ten versions were answering “what can we show?”. One question — “what do they need to take the next step?” — cut it to three states and one action.
Argue with the user's words, not your taste
The tracking card stayed because a customer had already told us what it felt like without it.
The best help page is the one people leave with their problem already gone.