The Challenge
Goal 1
- The Submit a Case Form, allowing case initiation with relevant topics, subtopics, and detailed descriptions
- Knowledge Articles
- Support Landing Page
- Search function, a primary means for finding information before resorting to case submissions
Goal 2
If searches for information prove unsuccessful, there needed to be a simple and efficient way for users to submit cases.
The pre-existing ‘Submit a Case’ form is complex, with room for confusion. The aim was to empower users to narrow down case specifics using predefined topics and subtopics, ensuring accurate case routing for resolution.
enhanced the user support
journey, encouraging
self-service and
targeted case management.
The Solution
Community Homepage Enhancements
A prominently placed module featuring a clear Call to Action (CTA) to the “Create a Case” form was introduced on the homepage to direct attention. For enhanced visibility, a distinct CTA leading to the Support page was added to the Homepage, addressing the challenge posed by the current navigation link’s potential oversight. Finally a refined entry point to Community Boards and Knowledge Articles was established delivering an updated aesthetic in line with the brand’s identity.
Support Landing Page Enhancements
The page underwent a comprehensive cleanup, eliminating empty spaces and repositioning items closer to the top of the page. This involved component grouping and separation for a more organized appearance. User engagement was further encouraged through user-friendly and descriptive language around the Search feature. Additionally, to facilitate easier searches, popular Search Topics were introduced. To ensure seamless access, a CTA for ‘Create a Case’ was incorporated into the navigation bar, accessible from any page.
Submit a Case Form
User interviews uncovered pain points associated with using the Create a Case Form. Most notably among these was users’ struggle to locate suitable complaint categories and understanding the relationship between Request types, Main Topics, and Subtopics. Users also found the layout of the form to be overwhelming.
The solution was to integrate a Search field enabling users to swiftly access and filter relevant topics for their concerns so that their submissions could be properly routed. Layout improvements followed suit, with enhanced groupings of field types and concise labels placed above fields for a cleaner and more compact appearance. Clear copy and descriptions were also introduced.
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