Teach Your Monster to Read is a phonics app developed by the Usborne Foundation available on the web, Android, and iPhone. The company was 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 fully overhaul the customer support process.
I was able to collectively perform these tasks:
Diving deep into the currently established ecosystem of Teach Your Monster To Read, I created a proposal which outlined my suggestions for overhauling the technical support process and improving the user experience.
From analysing the incoming messages from our users, I was able to determine which issues customers faced most frequently. Key execution points include:
To keep track of work, a Trello Board was created with all tasks due for completion.