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From tickets to trust
Fixing Support Portal Pain Points
My Role
Led the end-to-end redesign of the support experience, from flow mapping to final delivery.
Responsibilities
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Product Strategy: Collaborated with PMs and engineers to align user needs and technical constraints.
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User Research: Reviewed real user tickets and audited system flows; ran quick usability tests.
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UX Design: Translated insights into end-to-end flows and interaction patterns; facilitated design critiques.
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UI Design: Ensured consistency and accessibility in line with the design system.
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Prototyping: Built and iterated interactive prototypes to validate concepts and de-risk implementation.
Background
We launched this project after identifying a consistent trend in customer complaints. Too many support-related issues were being raised. It wasn’t just hurting the customer experience; internally, it was also overwhelming the customer success team and increasing operational costs. Improving efficiency and reducing this support burden became a key business priority.
Target Users
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Primary: Direct partners, technical admins, IT managers who frequently interact with support.
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Why first: Highest urgency and ticket volume; focusing here laid the groundwork to expand access in later phases.
User Research
We combined in-product analysis with a researcher-led study to review real support tickets, product analytics, and an end-to-end flow audit. This revealed a fragmented journey within the broader Acronis Account, sign-in friction, and unclear ticket status.
Methods: ticket-pattern review, flow walkthroughs, task-based usability checks with target users.
Research Insights
Fragmented Access & No Unified Sign-On
❌ No unified single sign-on, users had to register separately
❌ Multiple consoles caused login friction and confusion
❌ Managing credentials was complex for users and Acronis
Poor User Experience
❌ Confusing navigation and too many similar pages
❌ Design inconsistency causing maintenance and scaling issues
❌ Outdated user interface
Inefficient & Inconsistent Ticket Interface
❌ Fixed-size dialog with large information volume
❌ No internal navigation or way to go back within the dialog
❌ Inconsistent with design system
❌ Visually cramped and hard to use
Business Impact
❌ Inefficient support journey frustrated users and internal teams
❌ Repeated access-related tickets increased workload
❌ System inefficiencies drained company resources
Goals
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Access & Entry: Provide one secure path into support (Single Sign-On, SSO; direct entry from product consoles) to cut access/login-related tickets by ≥50%.
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Findability: Centralize support features and clarify Information Architecture (IA) so core tasks are discoverable in ≤2 clicks.
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Ticket Efficiency: Streamline ticket flows to reduce back-and-forth and save ~200+ support hours/month through clearer forms and inline updates.
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Consistency & Scale: Apply the shared design system to improve reuse, reduce UI inconsistencies, and speed future releases.
End-to-End Flow Overview
Complete journey from entry to completion, including intermediate states.
Key Improvements
Single Sign-On
One secure login for all support resources; direct entry from Management & Protection Consoles removes extra steps and reduces access friction.
Unified Support Portal
Previously scattered features are now centralized, so users manage tickets, resources, and contact options in one place, improving findability and consistency.
Simplified Ticket Management Flows
The previous ticketing experience was fragmented and difficult to navigate. As part of the redesign, we focused on making it faster, clearer, and easier to manage.
The new system now supports a wide range of real-world scenarios:
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Filter and customize ticket views
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Access current and historical tickets
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Respond and update inline within the portal
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Open new tickets via a guided flow
All of this adds up to a more scalable, intuitive support experience.
Live Chat
Two simple modes so people get help fast without extra steps.
Signed in
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Start faster: fewer fields, lower drop-off
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Route smarter: account and product are known
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Resolve quicker: history visible; convert chat to a ticket with the transcript
Guest (not signed in)
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Faster routing: product/region/company info connects you to the right team quickly
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Compliance and safety: country and business email ensure proper handling
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Less back-and-forth: clear context upfront means quicker answers
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Better follow-up: we can share updates and keep the history linked
Design system integration
To ensure a consistent support experience, I applied the core design system across the entire portal. This approach ensured visual and behavioral consistency, while making the solution easier to maintain and extend over time.
Design Impact
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Unified fragmented support flows into a single, cohesive portal, resulting in 50%+ fewer support tickets related to login and access issues
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Simplified the support journey, improving usability and boosting overall satisfaction
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Streamlined ticket handling saved 200+ support hours per month, significantly lowering operational burden
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Delivered a scalable design foundation by aligning with the shared design system
Measured via ticket logs and product analytics.
Reflection
Bringing together scattered support resources into a centralized, user-friendly portal was a complex challenge, both technically and organizationally. It required deep collaboration, structured thinking, and constant iteration.
Ensuring design scalability across varied features and use cases also pushed me to think systemically. By balancing design quality with delivery timelines and staying grounded in user needs, I helped shape a solution that is not just functional today but built to grow with the platform.
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