Designing the Dasher &
Customer Support
Experience.
Overview
At DoorDash, I designed support content for both Dasher Experience (DX) and Customer Experience (CX) help centers across web and mobile platforms. My work focused on improving self-service support experiences by simplifying complex operational workflows, restructuring help content for clarity and scanability, and creating user-centered guidance that helped customers and Dashers resolve issues more efficiently and independently. While the visual UI redesign was led by design partners, my focus was on improving how information was organized, written, and experienced by users.
Before
After
Before & After Summary
Across both the Dasher and Customer support experiences, I helped redesign high-traffic support flows to improve clarity, navigation, and self-service usability across web and mobile platforms. As the Content Designer and UX Writer, I focused on restructuring information architecture, simplifying support language, and aligning content to real user behaviors and support needs.
Before
The original support experiences relied heavily on dense article lists, inconsistent hierarchy, and navigation patterns that made it difficult for users to quickly locate relevant information or understand next steps. Support content was often structured around internal systems and promotional messaging rather than user intent, creating friction during critical onboarding and troubleshooting moments.
After
The redesigned experiences introduced clearer information hierarchy, category-based navigation, simplified UX writing, and more intuitive support pathways. I helped prioritize high-intent tasks, improve content discoverability, and create more scanable self-service experiences that better supported users navigating onboarding, payments, account management, troubleshooting, and background check workflows independently.