40% Drop in Support Tickets

Restaurant Onboarding Rethink

Redeselling partner onboarding cut support tickets from new restaurant partners by 40% in week one.

Zomato UX Design ?? User Research

The Challenge

New restaurant partners on Zomato were generating a large volume of support tickets within the first 48 hours ??? almost all related to menu setup and payment configuration.

My Approach

I mapped the common support ticket categories to exact steps in the onboarding flow. Seven friction points were identified: unclear field labels, missing contextual help and no visible progress feedback. I redesigned those steps with inline guidance, smart defaults and a visible onboarding checklist.

The Impact

Support tickets from new partners dropped by 40% in week one after the redesign rolled out to all new signups, saving the support team an estimated 120 hours per month.