Redesigning And Enhancing The Online Customer And Technical Support Flow
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Savvas Learning Company was looking to re-design their online Customer and Technical Support flow.
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We changed the flow architecture and concentrated on user tasks, rather than user roles. We changed the starting point of the flow from “Who you are?” to “What do you want to do?”
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The result: Improved customer experience and a more intuitive platform
The Challenge
Complex User Path
Savvas Learning Company, a leader in education, required a complete overhaul of their intricate user flow to enhance
Diverse Target Audiences
We needed to create an improved user experience that catered to various target audiences, each with unique navigation paths
Too Many Steps for Goal Achievement
The primary objective was to minimize the number of steps users needed to take to reach their goals, and provide them with a more intuitive and efficient experience.
THE SOLUTION
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Task-Oriented User Flows
Digital Silk restructured the site’s architecture to focus on user tasks rather than user roles. The starting point shifted from “Who are you?” to “What do you want to do?” -
Testing The New Architecture
To ensure quick and successful task completions, Digital Silk collaborated with Savvas Learning Company to test the new flow during the design phase. The aim of proactive testing was to optimize the user experience before updating the website. -
Interactive Prototype
Digital Silk developed an interactive prototype based on the revised flows and defined six scenarios for testing with target audiences, including teachers and school administrators. -
Remote Testing
Savvas organized remote testing sessions with 11 participants. During these sessions, success rates and the ease of use of the prototype were monitored.
The Results
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User-Centered Redesignthat significantly enhances the user flow.
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Customer & Techical Support Flowthat’s intuitive, efficient and better meets the needs of its users
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Exellent Prototype Performancewith the target audience successfully completing most tasks.
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