Spotify needed a more efficient way for users to find answers, resolve issues and connect with others — without overwhelming support teams.
Challenge
I’ve worked with Spotify on several projects, and this one highlighted how crucial customer service is — they truly know their users best! The goal was to build a sustainable customer service experience by making it easier for users to find help on their own, reducing dependency on support while maintaining customer satisfaction.
In just five weeks, I tackled the main UX challenges for the Help site and another five weeks for the Community platform (which had 1.5 million users). The focus was on improving discoverability, accessibility and trust, ensuring users could navigate support resources effortlessly.
My role
Senior Product Designer
My amazing team
Design by my creative partner Eddy Salzmann, product owners Elisabet Nystedt and Rorey Jones.
No available slots (for you)
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16 regions with different rules & regulations
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Age and gender-based recommendations
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Ways of working
To meet the tight timeline, I leaned on an agile, user-centred process:
➔ Data analysis: Collaborated with Spotify’s customer service team in the UK and studied Google Analytics to uncover key user pain points and integrate them into each sprint.
➔ Workshops: Partnered with product owners, developers and RockStars (super users) to gather insights, prioritise features and refine the approach.
➔ Prototyping and testing: Designed low- and high-fidelity prototypes, conducting usability tests throughout the agile process to validate navigation and design assumptions.
➔ Content refinement: Worked closely with Spotify’s UK content team to make the copy clear, actionable and user-friendly. Especially clarifying the difference between “Learn more” and “Solutions.”
Music for everyone.
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The result: a responsive, user-friendly solution that simplifies complex user journeys, fosters stronger connections within the Community, and reflects Spotify’s vibrant and dynamic identity.
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