Swiggy’s delivery partners were frequently reaching out to customer support for common, repetitive issues—most of which could be self-resolved. Since support was handled by third-party agencies, this led to significant costs and operational inefficiencies.

What I did:

• Introduced friction by design to discourage unnecessary ticket creation and nudge partners toward self-service solutions

• Revamped the entire Help & Support experience with a fresh UI, improved information architecture, and contextual entry points

• Designed a self-resolution flow for top issues like payment discrepancies, delayed pickups, and order cancellations

• Made support feel more intuitive and less reliant on chat agents, using visual cues and microcopy

Impact:

• Reduced support ticket volume significantly, cutting costs on third-party support

• Increased resolution-through-self-service, improving partner confidence and app usability

• Laid the groundwork for scalable support without scaling human operations