Speedy Support
How can we design a support portal that helps customers solve their problems faster and find their answers independently?
Introduction
At Charter Spectrum, we connect our customers to superior communications and entertainment products with the highest quality service. Spectrum’s Support suite serves as a crucial, first responder to customer’s account and technical issues. With millions of confused and frustrated customers coming to the site for answers, a simple layout and clear navigation eases the burden of troubleshooting and prevents costly and time-consuming support calls.
Client
Charter Spectrum
Project Duration
June 2016–Jan 2018
Team
1 Product Manager, 1 Product Designer, 8 Engineers
Role
Lead Designer • Research • UX • UI • Prototyping • User Testing
Optimized Search
Younger users, conditioned on years of Google searches, prefer to utilize the search bar rather than topical drill-down method used by older users. Having equalized demographics, we balanced a high priority search box with personalized help topics peaking above the fold.
Reusable Templates and Components
As we were designing for use in a CMS running Drupal 8, we wanted to enable the CMS team to quickly respond to the needs of the customer while maintaining a consistent look and feel to the user interface. All templates and components were built to perform beautifully on whatever device users accessed the site from.
Survey Says…
Our deployment strategy was to launch this on the top 10 most viewed support pages and start to get learnings. After the first couple of months, we achieved our biggest goal, a significant reduction in call center volume (4%). With millions of calls a month, this gave us the path forward to continue iterating and developing components.