Describe a situation where a design you delivered unintentionally increased user errors, leading to a spike in support tickets. How did you discover the root cause, what corrective actions did you implement, and what measurable improvement did you achieve?

STAR + RICE: 1) Situation: spike in support tickets after launch. 2) Task: reduce user error rate. 3) Action: conduct heuristic evaluation, user testing, redesign error messaging, run A/B test. 4) Result: 30% drop in tickets. Prioritize fixes using RICE (Reach, Impact, Confidence, Effort) to focus on high‑impact changes. 5) Reflect: iterate based on data, document lessons for future sprints. (≈130 words)

When the new onboarding flow launched, support tickets spiked by 25% due to a confusing confirmation step. I immediately assembled a cross‑functional team to conduct a heuristic evaluation and user testing. The root cause was ambiguous language and lack of inline validation. I redesigned the confirmation screen, clarified the wording, and added real‑time error feedback. Using RICE, we prioritized this fix for its high reach and impact. We deployed the change in an A/B test with 10,000 users, achieving a 30% reduction in support tickets and a 12% increase in completion rate. The project reinforced the value of rapid iteration, stakeholder alignment, and measurable impact. (≈190 words)