Online Customer Support
Online Customer Support
OSIsoft Technical Support and Online resources.
Identifying pain points of finding online content for PI Users through customer interviews and data analysis. Find opportunities to improve the online experience. The goal of the project is to Educate our customers and Enable them to become effective power users who will Empower themselves and the PI community.
Me - UX Researcher
Team - Interaction Designer, Product Lead, Customer Support Group (3), Development Team (3), Information Architect
My Key Responsibilities are to:
Gather insights from user research and data analysis using user interviews, sitemaps, google analytics, and user flows
Identify pain points in the user journey
Create ideal journeys and wireframes based on research results
Translate research into actionable insights for team
Facilitate collaborative discussions involving designers, support team, developers, and site leads
I was approached by the customer support team to work on improving our online resources, which included separate sites. Our first goal was to understand what the current experience was like, what are the opportunities?
Case analysis was done to see what was troubling our users the most. A startling amount of calls were related to simple guidance.
Reading the Manual
Further case analysis showed that almost 6000 cases were the result of a user needing a user manual in order to resolve their issue. There had to be an easier way for getting useful information.
Analysis of the Current System
An analysis (user surveys, heuristic evaluation) and comparison of our different technical support sites and main corporate site lead to the discovery of the following issues:
In order to convey the problems and opportunities to our stakeholders we told a narrative from the perspective of our persona, Nicole. Nicole is not considered a power-user and is likely to rely on our available resources for guidance.
On the left we show the touchpoints a user must go through in order to find the proper resources for a product. To the right is a simplified, or ideal path for users.
Consolidating the Sites
We started with three different sites and needed to consolidate them into one. We went to customers and did a card-sort to get feedback into how we should organize our sites.
The card sorting revealed that customers look for information based on product type and then look for resources related to those products. In the current setup this simply was not possible. My next step was to consolidate the content from the other sites into one model.
Our recommendation was to unify the branding and styles for the different sites while we worked on the long term strategy. We used the recent re-design of the main technical support as the foundation.
The long term plan involved two parts: design strategy and content strategy.
When we began work on the sites we needed to know what content we had, where it lived, and who owned it. Each site had been created at a different point in time and with different leads, therefore each site had its own content to manage. This would lead to some issues in which we had content that was duplicated, or worse, outdated. Our goal was to have one CMS and one search that could access all of the available content.
Content Management needed a process and ownership.
We identified all of the different types of contents and their meta-data. We then grouped like content together into different types of buckets, "learning material, product details, new information, blog, etc.". From the earlier research we knew how to organize the site, however we had to prioritize the content for each page. This was accomplished by discussing with internal experts and users. We ranked content with considerations of most requested, visited, and urgency.
Landing page for product information.
The redesign of the support sites is an ongoing effort. We transferred ownership to a new team and passed along the long-term strategy. Throughout the project it was important to keep things documented and provide deliverables.