©Konstantinos Anastasiou 2019

 

Product Intranet Support Webpage

BY KONSTANTINOS ANASTASIOU

LONG STORY SHORT

In my initial days as a UI/UX designer I participated in a competition to outsource a manual accessible for their corporate customers only to lower customer support costs.

 

To deliver this project I contacted companies, to understand how they want to organize information and search results in a page.And I also  used heuristic evaluation and cognitive walthrough techniques based on the initial designs

DESIGN STORY 

The application was especially complicated and technical and the company reasoned to support it with an improved manual to lower the customer support costs. 

It was also crusial to showcase that the app is constantly updating and show an easy way to show the changes. 

The company had a manual structured in a old HTML style, using tables and not responsive

The company had a manual structured in a old HTML style, using tables and not responsive

I started by benchmarking the interface using cognitive walkthrough and heuristic evaluation questions. 

 

In cognitive walkthrough I evaluated how the user accesses the information, and the user goodwill depletion before skipping the online help and calling customer support. I found that the interface was failing on multiple cognitive questions. 

Will users be trying to produce the right outcome, does the user understand that this step is needed to reach their goal?

Will users recognize that this is the action they need to take to achieve the correct outcome? (Or will they select a different action instead?)

Will users recognize that this is the action they need to take to achieve the correct outcome? (Or will they select a different action instead?)

Will users understand the feedback? That is, if users performed the correct action, will be they be able to tell that they made progress toward their intended outcome?

After that I did a user field test with seven users. The test was task oriented with the users trying to complete specific tasks

 

  • Accessing a new feature 

  • Accessing a specific new feature they asked

  • Accessing specific information in the manual, like how to change parameters of the weather conditions that affect CAD imported

  • Finding help on changing a user preference they do not understand

The total user test was about 20 min, and beforehand the user consent was obtained. 

WIREFRAMES

So I concluded to these initial Wireframes in SketchApp 

Protyping test was completed internal to the company so the prototyping phase which i usually conduct in Marvel or Invision can not be showcased.

FINAL MOCKUPS - CONCLUSION

At the end we concluded to these final mockups which were implemented as part of the company product manual