Make the next step easier to find.
The existing flow asked people to work through too many choices during urgent requests. I reorganised the journeys around what they needed help with.
User and translation totals describe product scale.
Keep useful options. Improve the order.
I did not need to remove every option. I needed to make the right one easier to find based on what the user needed.
One clear decision at a time.
Onboarding explained the service. Language and topic selection then added the context needed for matching, without putting every question on the first screen.
Make room for different kinds of help.
Spark added immediate support, clarification and human review. These states used the same product language as the rest of the app.
Help people return to their requests.
I designed request and activity states so users could understand what was happening and continue their work. Lottie handled product micro-interactions; I used Jitter for the wider motion assets.