Bachelor's Thesis | Information Design

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Introducing the human element to online customer service

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Online customer service chat often makes people fed up. "Unsubscribe, please" takes on that challenge.

The bachelor's thesis delves deeper into customer service interactions to take a closer look at the hallmarks of great in‒person customer service, at why online customer service chats can be such a pain and how to introduce and implement that certain je ne sais quoi of in-person services to online services. These learnings are applied to the New York Times Customer Care Online Chat in a (user-)friendly, non-intrusive, and honest design.