Digital Transformation of customer ticketing portals for european based international brands*

These sub brands had been operating separately from the main company. The plan wass to unify the support experience across all company sub brands. This included revamping and aligning both the customer experience and the employee experience at the same time. 

These companies had been independent activating in different countries under separate laws and technologies so there were a lot of intricacies to take into account when creating the first designs. 

We needed to create an internal and external support experience for the first sub brand that could then extend to all of them. 

Creating a customer support portal and an internal support platform that can be extended to all sub brands as we move forward to revamping all GoDaddy sub brands in the international markets. 

For this project we spent a lot of time on discovery. Since this project had two sides, the customer and the employee side, I’ll describe them accordingly. 

• On the customer side, we needed to make sure that from a UX perspective all designs deliver the same experience that can be then scaled UI wise of the following brands. 
• The employee side had to become a seamless unified experience to existing systems so they can escalate and transfer tickets to existing internal teams so here we needed to adhere to existing deisgns while accomodating specific needs in order to create that unified experience across all internal teams. 

• For the customer portal, wireframes emphasized clarity and simplicity across multilingual interfaces, ensuring easy navigation regardless of location or technical proficiency. We aligned with branding guidelines while keeping the layout modular, allowing for future expansion into additional brands with minimal UI/UX rework.
• On the employee side, wireframes were centered around simplifying case intake, escalation pathways, and knowledge base access. We worked closely with support agents and regional team leads to identify pain points in the current tools and iterated designs to optimize for speed, accuracy, and consistency.