Reducing Support Requests Through Self-Service Design
Client: Buyapowa
The Challenge
Buyapowa delivers referral marketing campaigns for some of the world's leading brands.
Its campaign management platform wasn't designed for clients to use directly. Even simple updates relied on internal content teams, who had to work across multiple legacy systems to make routine changes.
The result was a frustrating experience for everyone.
- Clients couldn't react quickly to campaign changes.
- Internal teams were tied up with repetitive manual requests.
- Valuable time was spent maintaining content rather than improving campaigns.
The objective was to transform the platform into a true self-service experience, giving clients the confidence to manage their own campaigns while protecting the integrity of the platform.
The Approach
Rather than redesigning everything at once, we evolved the platform through a series of incremental releases, introducing new functionality while continually improving usability.
Key improvements included:
- Simplifying content editing across landing pages, dashboards and email campaigns.
- Introducing flexible layout and branding options without compromising consistency.
- Streamlining image management and styling to make campaign creation faster.
- Establishing a scalable design system to support future product development.
Every improvement was designed to reduce complexity, increase confidence and minimise reliance on internal support teams.
The Outcome
The platform evolved from a content management tool into a genuinely self-service product.
As a result:
- Clients can now manage, update and relaunch campaigns independently.
- Internal teams spend less time on manual content updates and more time delivering value.
- Campaign turnaround times have improved significantly.
- A reusable design system now provides a consistent foundation for future product development.
Ready to Grow Your Business?
Whether you're just starting out or looking to refresh your brand, let's have a chat about how I can help.
No obligation, no jargon - just practical advice.