Leaguer Support

Product Designer on

Leaguers' Support

Design Note

Customer support optimization for 90 Million gamers at MPL through Automation

UX Design

Facelift

Gaming

Client

Mobile Premier League

Industry

Real Money Gaming
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Project Impact

40%

Reduction in CS tickets in casual games

• Reduction in the number of steps taken to resolve a user generated ticket by contextual data surfacing at the optimum point in a players journey we were able to convey the status of a users winnings, credits and withdrawals

‍• A deeper understanding of players issues in different games categories which enabled us in providing prompt and meaningful resolution to our user base

33%

Reduction in CS tickets in front runner card games like Rummy & Call Break

• System generated feedback by tracking & labelling of a user generated ticket
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• Improved reads for tech related tickets on both devs and agents end by introducing issues & sub issues

Primary Responsibilities

• Identification of fall-offs & pain points in a user flow through customer research & interviews
• Propose & re-build the user flow, create wireframes and prototype final screens for POC
• Collaborate with the developers to ensure seamless integration from concept to execution

User Base

Gamers on MPL are Majorly Indians from tier 1, tier 2 and tier 3 cities & can be split into four pools,
• Very High Roller: Daily spending of INR 5k-10k & above
• High Roller: Daily spending of INR 1k-5k
• Mid Roller: Daily spending of INR 100-1k
• Low Roller: Daily spending of INR 1-100

Feature Rollout

1. Ticket System

A system that offers robust ticket management capabilities & real-time visibility into ticket status empowers users to track issues.

2. Issue Stacking

Option based advanced ticket segregation ensures efficient routing and prioritization based on various criteria.

3. Automation

User-centric approach with unique identifiers and relevant contextual data surfaced to streamline interactions and agent intervention.

Challenges

• Reduction in Turnaround Time (TAT) and Minimized Agent Intervention:
Implemented an automated workflow to streamline & improve response efficiency.
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• Eliminated Ticket Duplication:
Developed a ticket categorization system to prevent redundant ticket creation, enhancing workflow accuracy & reducing manual oversight.
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• Enhance Data Quality for Technical Analysis:
Introduced detailed issue and sub-issue categorization, providing comprehensive data for technical evaluations and more precise resolutions.