Simplifying support for Meta businesses by creating a contextual platform that routes users to the right help based on asset type and profile.
Overview
Problem: Users struggle with the complexity of Meta’s support system and can’t identify the right support channel.
Solution: A contextual support platform tailored to asset type and user profile.
Impact: Improved discoverability and reduced confusion through unified entry points and routing.
Goal
Create support that is easiest to find when a user encounters a problem, and guide them to the correct channel.
Discovery & Problem Space
Support discoverability was hard for businesses, with multiple inconsistent entry points and unclear routing.
- Users exposed to 6+ different entry points
- No guidance on which support channel to choose
- Business Help is hidden and hard to reach
Problem Statement: Different Support Surfaces
Users often have access to Creator, Business, and Help Center support, but lack guidance on which channel to use.
Meta Verified introduced additional complexity in support levels.
Level of Support
Support tiers vary by subscription level, but the experience did not communicate support expectations clearly.
Measuring Success
We introduced rCSAT to measure how easy it is for users to find support.
Solution: Contextual Support System
A unified entry point routes users to the right support surface based on asset selection and profile.
Design Solution: Entry Points
- Consistent entry point to contextual support
- Support level decided by asset selector
- Single support center to guide correct support choice
- Clear expectations for Meta Verified tiers
Contextual Support Hub
Starting with the asset selector enables personalized guidance across self-serve and high-touch support.
GenAI Powers Support
GenAI provides tailored guidance so users find the most suitable support surface faster.
Impact & Results
- Unified entry points into a single contextual hub
- Automatic routing by asset type and profile
- Clearer expectations for support tiers
- Introduced rCSAT to track accessibility
Key Learnings
- Context is king: asset and situation drive the right support path
- Simplify decision making for users
- Measure what matters over time
Credits
Role: Product Designer
Company: Meta
Timeline: 2023 - 2024
Team: Cross-functional team including product, engineering, and support operations
Last Updated: January 2026