Portfolio: Web Projects

The Learning Company

Support Site Redesign

Producer and Interface Designer: Ellen Brodsky

The Challenge

Customers were frustrated with our old technical support web site. They were getting lost and could not find the information they needed. Online technical support was a strategically important corporate initiative, because the company wanted to completely replace phone support, which was much more costly. So I was asked to work with Customer Service and Technical Support representatives to develop a new, streamlined, customer-centric interface.

The Result

We identified all the tasks customers would want to do on the site and prioritized them. We then used this information to re-organize the site. To prevent disorientation, we immediately asked customers to choose which of the three major sections they needed, Technical Support (blue), Customer Service (gold), or Software Updates (green). Then each section of the site was color coded to match.

Over the next year, online technical support grew from just 14% of customer support contacts to over 65%. People found this new site much easier to use. Their positive experience with the Customer Support site undoubtedly effected their whole feeling about the company as well as saving the company money.