A ground-up redesign of how customers contact, track, and resolve support cases inside the New Relic platform — unifying email, chat, and in-product help into a single, observable workflow.
Role
Principal Designer
Discipline
UX, Service Design, Design Systems
Tools
Figma, FigJam, Salesforce
Client
New Relic
Problem
Three support surfaces, zero continuity.
Customers were bouncing between email, the Salesforce portal, and an in-app widget — each with a different mental model and none sharing state. We mapped the existing journey across 11 personas and 38 entry points, and found that 57% of cases involved at least one context switch the user had to perform themselves.
Outcome
One conversation, observable everywhere.
The new experience treats every support interaction as a single, persistent conversation that follows the user through email, chat and product. Agents see the same thread. Engineering sees the same telemetry. Time-to-first-response dropped by a third.
Now accepting RFPs for FY25/26. Our customer success team is standing by to put together the right team for your digital advertising and product design needs.
