Project Description

Study Type: Remote & Moderated

Device: Desktop

Industry: Tech & Telecom

Project Description

The entire Support portal was redesigned to improve user experience and customer satisfaction. We tested major sections of the portal with existing customers of different backgrounds, user types, company roles and product needs.

Although the new design was an improvement compared to the existing portal, many users expressed other major concerns that had not been accounted for.

Key Insights

Study results revealed that based on user’s role, different pieces of critical data needed to be displayed prominently. We proposed a dashboard-like interface that allows for sorting content by critical criteria while using the existing functionality, which resulted in high customer satisfaction rates.