Support Landing Page
The Problem
Global support page was experiencing a large volume of customer complaints with a high amount of incomplete support experiences. The largest amount of exits occurred at the search box – which asked users to type in their device make, model number, and serial number.
The Process
I worked with UX designers to develop new UI options, then our team conducted remote usability testing to help us determine what was most important to the customer. The test compared our new solution with other existing competitors' support landing pages.
The Solution
The test results clearly determined Option 1, which featured a search box asking what they needed help with. This change led to a support section that outperformed other support sites.
Option 1: Search box with a simple question prompt complemented with a clear way for customers to identify their device.
Option 2: Same as option 1 with transposed search box.
Option 3: Stand-alone version of a device choices for customers to select.
Option 4: Stand-alone version of the search box.