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:
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.
6-month customer satisfaction rating
avg. number of positive feedback messages per month
times faster response time