Help Centre

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Old look and feel of the Help Centre.

Help centre for Vanguard

Business goals

Introduce more options for customers to contact customer services so that they don't rely only on the calls
Add more help categories related to vulnerable customers and account security

Design goals

Update outdated colours and styling
Improve usability (navigation between section and grouping of questions into categories was confusing)

Outcomes

New help pages were implemented in 2020-2021, although since then due to rebrand, they changed their look and feel.

Implementation of the updated email design has been deprioritised due to other more important technical tickets.

Updated MVP designs of the help pages.

Examples of the specifications for engineers.

Additionally to revisiting UI design of the Help Centre, I also looked at the emails that customers received in different cases. The goal was to make emails more engaging, and also identify cases where sending an email is appropriate but it's not been implemented yet.

Proposed designs for the welcome email considered in dark mode and light modes.