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UX Case Study – Teach Your Monster To Read

22/04/2019
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Background


Teach Your Monster to Read is a phonics app developed by the Usborne Foundation available on the web, Android, and iPhone. The company is quickly growing, and with a user base of millions of players across the world, it faced several challenges regarding the user experience:

  • Lengthy customer support process
  • Queue of over 160 pending support queries and counting
  • Frequent product updates rendering quick replies unusable
  • Poor understanding of most frequent user issues

My Role


I initially began working as customer support, but quickly broadened my role to assist product management and overhaul the customer support process and customer experience.
I used my first-hand insight for CX issues to identify problems and map out the most frequent use cases for contacting our main support channels.

Planning and Execution


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Results


Sample Videos