Help Center
In 2019, the Golden Nugget Online business was growing rapidly, having added a wide range of new promotions and product offerings. An internal review of our customer support product revealed a number of shortcomings, (1) It wasn't built into the product so if customers tried to use it in the app, it directed them to an external website (2) The customization options were lacking so there were no ways of making it look on-brand or present the information more visually (3) The user experience for both us as the operator and the customer was extremely poor (4) The cost of this third party service was increasing its rates.
We formed a small internal team to build a fully custom help center that would address each of those issues. The result was a success. We created much more visually robust and informative articles, a more easily searchable interface, and effectively reduced the number of customer service tickets we received.
Above is a usable demo of the project. Some key features include a search function with dynamic suggestions, a "Did you know?" section on the home page that randomly pulls a useful article from the database, and a list of 3 featured articles that would have been top priorities to put in front of customers on the home page, typically highlighting time sensitive information or important updates related to the product.
Disclaimer:
Some content on this website has been used to promote online gambling and was intended for audiences 21 years of age or older and residing in only regulated U.S. markets. This material was produced and distributed in compliance with each state's regulatory guidelines. The examples on this website are for portfolio purposes only and does not necessarily reflect my personal views in support of or opposition to gambling. Golden Nugget Online Casino and DraftKings are registered trademarks, all rights reserved.