Customer Satisfaction
20% improvement in ForeSee CSAT score
Call Shed
5% reduction in calls to customer support
Traffic
5 million increase in monthly unique visitors
Dwell Times
Reduced time on upper level pages by 10 - 15 seconds
The findability of support content was low via search. Customers could not find helpful support articles to solve their problems. This caused customers to email, chat, and call customer care for more assistance.
The findability of support content was low via search. Customers could not find helpful support articles to solve their problems. This caused customers to email, chat, and call customer care for more assistance.
We created a new taxonomy, optimized content for search, and introduced a new knowledge management system (KMS).
We looked at multiple data points to identify problems and areas where we could improve.
Figure: Click Analysis
We gathered our best ideas to create the right solution.
Figure: Content Structure
Figure: Content Structure
Figure: Wireframes
Figure: Wireframes
Figure: Wireframes
Figure: Wireframes
Figure: Wireframes
Figure: Wireframes
Figure: Comps & Redlines
We created interactive prototypes to validate our solution.
Figure: Usability Study - Taxonomy
Figure: Usability Study - Eye Tracking
Figure: Usability Study - Scroll Map
Figure: Usability Study - Overview
Figure: Before & After