CASE STUDY: CX & UX Transformation Focus
Transforming Customer Support for a Global Network
Turning a “band-aid” ask into a systemic, scalable, and user-friendly solution.
Product : Platform Ecosystem
Employer : TechSoup
Title : Lead UX Strategist
The Ecosystem
A global, exclusive, technology marketplace with diverse validation needs.
The Problem
Overwhelmed customer service team
Business’s Ask
Add chatbot to increase team bandwidth
Suspicions Triggered
Discovery and analysis needed.
My Role
As the product lead and lead UX designer, I set the product’s vision and directed the full end-user experience within the ecosystem : architecture, taxonomy, navigation, flows, UI/interaction design, and content strategy. I also help improve internal governance and team workflows.
My Discovery → Knowledge Chaos
√ Scattered.
√ No ownership.
√ Outdated.
√ Different sources of truth.
Elevated the Opportunity
Inspired exec buy-in, despite complexity fears.
A Complete Solution
Content Audit
Cataloging content, ownership gaps, and conflicts
Internal Glossary
Single source of terminology truth
Central Support Site
Ecosystem hub, no dev resources needed
Integrated Chatbot
Portfolio-wide chatbot UX standards
Anywhere Access
API integration into search results across ecosystem
Scaling the Win
Designed New Work Flows
Mapped Content Ownership
Trained teams in UX writing
Streamlined Support Communications
Customer Impact
Net Promoter Score (NPS) increased 40%
Customer Satisfaction Score (CSAT) increased 60%
Support requests reduced 30%
Average Handling Time (AHT) reduced 30%
Organization Impact
Boosted clarity and predictability for users with single source of terminology truth
Increased CSAT world-wide with unified brand voice for teams in 60+ countries
Team Impact
Budget needs reduced by 30%
Team velocity increased 20%
Boosted morale, lower pressure = better service
Conclusion
Success came from building clarity where there had been chaos. We created shared language, unified content, and a structure everyone could maintain.
The result was an ecosystem that teams trusted and users understood.
“For large decisions and small details, Tyler balances strategic needs with practical applications and thinks of creative solutions.”
~ Business Leader
“Tyler is among the most organized, responsible, professional, and talented people I work with.”
~ Team Mate
“Tyler helped me realign my attitude when challenges seem overwhelming and when stakeholders feel too irrational.”
~ Customer Service Agent