Challenge One of the first things that I noticed after joining the company was that, for its size, the company received a lot of Support calls. Based on my initial investigation, I determined that multiple factors were at work: ·   &nbs
This situation was problematic, both from the perspective of customers who had to wait to get help, and the unnecessary expense and negative impact on reputation that the company was incurring for all those extra Support calls. Through Design Thinki
To make it easier for customers to find the information they need, the new information architecture aligned both with how customers told us they thought about their work, and with what Google Analytics told us about how they used the product. In add
Response to the new system was immediately and overwhelmingly positive. Retraining people to use the new system took a bit longer, as we expected. To speed adoption, I taught our Trainers to guide customers to use the new Help system as part of ever
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