This is one of the last projects I’ve worked with Zomato, and one of the ones I’m proudest of.
Context
This was a period where I was working closely with the Content and Support teams to identify ways to increase user satisfaction and deflect support tickets.
Problem
The team reported a large number of support requests to delete their account or change their email address. They sometimes offered feedback as to why they were deleting the account, but those reports were not counted or actioned further.
Looking into the product, I noticed there were some account settings available in the web application, but not on the mobile app (where the bulk of the traffic is).
Solution
I collaborated closely with the Content and Support teams to create a user flow to surface important account settings on the app, while allowing us to collect quantifiable data and offer alternatives to certain problems.