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
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
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.
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.
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.