LINKEDIN
RESUME
LINKEDIN
RESUME

Overview

With the launch of GTAVI approaching, Rockstar needed a modern support platform to handle massive player demand. The existing site, last updated in 2017, was hard to navigate, lacked self-service, and no longer reflected the brand’s standards. With global attention on GTA VI, delivering a world-class support experience was critical.

Role

Role

Role

Sole Product Designer

Sole Product Designer

Sole Product Designer

Responsibilities

Responsibilities

Responsibilities

End-to-end product design, component creation, handoff and visual QA oversight

End-to-end product design, component creation, handoff and visual QA oversight

End-to-end product design, component creation, handoff and visual QA oversight

The Problem

Inefficiencies in our support site cost Rockstar nearly $14 million annually in agent expenses. Many of these issues could have been avoided by providing our users with proper self-service tools. We also needed a complete UI overhaul to align with our new design system, which was still in its infancy and lacked many core components.

Inefficiencies in our support site cost Rockstar nearly $14 million annually in agent expenses. Many of these issues could have been avoided by providing our users with proper self-service tools. We also needed a complete UI overhaul to align with our new design system, which was still in its infancy and lacked many core components.

Inefficiencies in our support site cost Rockstar nearly $14 million annually in agent expenses. Many of these issues could have been avoided by providing our users with proper self-service tools. We also needed a complete UI overhaul to align with our new design system, which was still in its infancy and lacked many core components.

Inefficiencies in our support site cost Rockstar nearly $14 million annually in agent expenses. Many of these issues could have been avoided by providing our users with proper self-service tools. We also needed a complete UI overhaul to align with our new design system, which was still in its infancy and lacked many core components.

The legacy site

User Goals

User Goals

User Goals

Encourgage our users to engage with self-service tools and articles while making it easier for them to contact support when they need additional help.

Encourgage our users to engage with self-service tools and articles while making it easier for them to contact support when they need additional help.

Encourgage our users to engage with self-service tools and articles while making it easier for them to contact support when they need additional help.

Business Goals

Business Goals

Business Goals

Reduce overall ticket volume and support agent operational costs while updating every UI element to align with our new design system.

Reduce overall ticket volume and support agent operational costs while updating every UI element to align with our new design system.

Reduce overall ticket volume and support agent operational costs while updating every UI element to align with our new design system.

Analyzing Ticket Volume

Analyzing Ticket Volume

Analyzing Ticket Volume

We analyzed ticket submissions to identify the most common issues, many of which could be resolved without agent involvement through porper self-service tools.

We analyzed ticket submissions to identify the most common issues, many of which could be resolved without agent involvement through porper self-service tools.

We analyzed ticket submissions to identify the most common issues, many of which could be resolved without agent involvement through porper self-service tools.

25% of tickets could be resolved by users with proper self-service tools.

25% of tickets could be resolved by users with proper self-service tools.

25% of tickets could be resolved by users with proper self-service tools.

25% of tickets could be resolved by users with proper self-service tools.

Landing Page Restructure

Landing Page Restructure

Landing Page Restructure

Our new landing page made it easier to find help at a glance, highlighting top issues and adding dynamic content so users can resolve problems without submitting a ticket.

Our new landing page made it easier to find help at a glance, highlighting top issues and adding dynamic content so users can resolve problems without submitting a ticket.

Our new landing page made it easier to find help at a glance, highlighting top issues and adding dynamic content so users can resolve problems without submitting a ticket.

Search now returns smarter, more accurate results, helping users find the right articles and tools faster than before.

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Search now returns smarter, more accurate results, helping users find the right articles and tools faster than before.

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We surfaced the most common issues up front to address the needs of our users and reduce friction in finding help.

Each game has its own hub with tailored tools and articles, allowing players to find focused support for the title they’re playing.

Articles update manually, allowing our team to highlight timely issues, new releases, or important security topics users need to know about.

If self-service doesn’t resolve the issue, players can quickly escalate through a direct request option available on every page.

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Search now returns smarter, more accurate results, helping users find the right articles and tools faster than before.

Each game has its own hub with tailored tools and articles, allowing players to find focused support for the title they’re playing.

If self-service doesn’t resolve the issue, players can quickly escalate through a direct request option available on every page.

Articles update manually, allowing our team to highlight timely issues, new releases, or important security topics users need to know about.

We surfaced the most common issues up front to address the needs of our users and reduce friction in finding help.

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Search now returns smarter, more accurate results, helping users find the right articles and tools faster than before.

Each game has its own hub with tailored tools and articles, allowing players to find focused support for the title they’re playing.

If self-service doesn’t resolve the issue, players can quickly escalate through a direct request option available on every page.

Articles update manually, allowing our team to highlight timely issues, new releases, or important security topics users need to know about.

We surfaced the most common issues up front to address the needs of our users and reduce friction in finding help.

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5

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5

Search now returns smarter, more accurate results, helping users find the right articles and tools faster than before.

Each game has its own hub with tailored tools and articles, allowing players to find focused support for the title they’re playing.

If self-service doesn’t resolve the issue, players can quickly escalate through a direct request option available on every page.

Articles update manually, allowing our team to highlight timely issues, new releases, or important security topics users need to know about.

We surfaced the most common issues up front to address the needs of our users and reduce friction in finding help.

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2

3

4

5

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2

3

4

5

Search now returns smarter, more accurate results, helping users find the right articles and tools faster than before.

Each game has its own hub with tailored tools and articles, allowing players to find focused support for the title they’re playing.

If self-service doesn’t resolve the issue, players can quickly escalate through a direct request option available on every page.

Articles update manually, allowing our team to highlight timely issues, new releases, or important security topics users need to know about.

We surfaced the most common issues up front to address the needs of our users and reduce friction in finding help.

We surfaced the most common issues up front to address the needs of our users and reduce friction in finding help.

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Each game has its own hub with tailored tools and articles, allowing players to find focused support for the title they’re playing.

3

Articles update manually, allowing our team to highlight timely issues, new releases, or important security topics users need to know about.

4

If self-service doesn’t resolve the issue, players can quickly escalate through a direct request option available on every page.

5

Search now returns smarter, more accurate results, helping users find the right articles and tools faster than before.

1

We surfaced the most common issues up front to address the needs of our users and reduce friction in finding help.

2

Each game has its own hub with tailored tools and articles, allowing players to find focused support for the title they’re playing.

3

Articles update manually, allowing our team to highlight timely issues, new releases, or important security topics users need to know about.

4

If self-service doesn’t resolve the issue, players can quickly escalate through a direct request option available on every page.

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Self-Service Tools

Self-Service Tools

Self-Service Tools

We introduced Common Solutions, a self-service tool hub that became a key driver of ticket deflection by addressing the majority of ticket submission requests.

We introduced Common Solutions, a self-service tool hub that became a key driver of ticket deflection by addressing the majority of ticket submission requests.

We introduced Common Solutions, a self-service tool hub that became a key driver of ticket deflection by addressing the majority of ticket submission requests.

Unlinking an account

Changing email

Account deletion

Game Page Hubs

Game Page Hubs

Game Page Hubs

Each game had its own dedicated hub with relevant self-service tools and help articles, giving players quick access to support tailored to their game.

Each game had its own dedicated hub with relevant self-service tools and help articles, giving players quick access to support tailored to their game.

Each game had its own dedicated hub with relevant self-service tools and help articles, giving players quick access to support tailored to their game.

Help Articles

We simplified the knowledge base to improve readability and navigation, tightening layouts for easier article scanning and highlighting key services and categories for quicker access.

Requesting Support

We guide users through a structured path, beginning with broad categories and narrowing down to more specific issues.

Offering Solutions

Once a users narrows down their issue, we surfaces tailored artcles and solutions, helping them resolve problems faster while reducing support requests.

Contact Methods

When self-service doesn’t provide an answer, users are presented with clear options for contacting our support agents.

Tracking Tickets

The dashboard lets users track their support requests, see whether each ticket is ongoing or resolved, and view their entire support history in one place.

More Components

Service Status

Dialogs

Toasts

Detailed Icons

More Components

Service Status

Dialogs

Toasts

Detailed Icons

More Components

Service Status

Dialogs

Toasts

Detailed Icons

More Components

Service Status

Dialogs

Toasts

Detailed Icons

Handing Off Designs

Handing Off Designs

Handing Off Designs

When handing off designs, I show each breakpoint side by side and annotate only the changes between ranges. This approach proved highly effective with our developers.

When handing off designs, I show each breakpoint side by side and annotate only the changes between ranges. This approach proved highly effective with our developers.

When handing off designs, I show each breakpoint side by side and annotate only the changes between ranges. This approach proved highly effective with our developers.

Next Steps

Next Steps

Next Steps

We're exploring smarter and faster support experiences designed to reduce friction, anticipate player needs, and deliver help exactly when and where it's needed.

We're exploring smarter and faster support experiences designed to reduce friction, anticipate player needs, and deliver help exactly when and where it's needed.

We're exploring smarter and faster support experiences designed to reduce friction, anticipate player needs, and deliver help exactly when and where it's needed.

LLM powered ticket creation

Apple bussiness chat intergration

Redesign Impact

Redesign Impact

Redesign Impact

A rebuilt interface that made self-service faster, easier, and more effective.

A rebuilt interface that made self-service faster, easier, and more effective.

A rebuilt interface that made self-service faster, easier, and more effective.

+ 37%

+ 37%

Self-service engagement

- 22%

- 22%

Support ticket volume

100%

100%

Design system adoption

Conclusion

This project was a rare opportunity to lead a high-impact redesign for one of the most iconic brands in gaming. Our team streamlined ticket flows, launched self-service tools, and implemented a modular design system that future-proofs the support experience.

That said, not everything hit the mark. Search engagement was much lower than expected, and many help articles remained outdated or irrelevant. This revealed a critical learning: a strong user experience relies just as much on relevant, trustworthy content as it does on usability. In the end, the redesign helped players get the answers they needed, saved Rockstar significant support costs, and laid the foundation for continuous improvement.

© 2025 Matthew Alessandri

© 2025 Matthew Alessandri

© 2025 Matthew Alessandri