Highlights
- Developed and implemented a resource strategy resulting in operational efficiencies, reduced duplication of effort and behavioural changes towards self-service.
- Implementation of a new process ensuring improved accuracy and timeliness of resource development and delivery.
- Bolstered site information architecture, content relevance and discoverability.
- Improved discoverability and engagement with resources and an enhanced user experience with a redesign of the help centre.
- Built a communication strategy to further improve visibility and engagement.
Methodology
Discover and Define
Design and Iterate
Context: What, how and why
The OneCX Program aims to consolidate hundreds of Government agency websites into a single, customer-centric platform: nsw.gov.au. Under this model, each government agency will own and manage their content on the site. Ensuring agencies have the necessary capability and support to do this at a proficient level is crucial for the program's success and viability.
Problems
Demand for support grows as more users are onboarded. To minimise risk to the OneCX program, the way we support users must evolve and improve in efficiency.
1
Effort duplication to maintain and generate support resources.
2
Usability deficiencies and a poor support experience caused by insufficient consideration for user tasks.
3
Low awareness and engagement with resources causing strain on support staff
Solutions
To resolve and minimise the negative impact of the identified problems; multiple solutions were developed, tested and implemented.
1
Support strategy framework determining resource generation and maintenance responsibilities.
2
Re-designed support experience based on user journeys, including a new Information Architecture and templated support.
3
Communication plan and integration of resources within the product.
Understanding the current state of support
Initial research undertaken to understand the state of affairs with product and service, scope the project, build an understanding of the people, processes and systems.
Audit of resources, services and platforms
Platforms, resources and services relating to learning and support were identified and evaluated to understand the environment holistically.
Heuristic analysis
Support platforms such as the Help Hub were analysed to identify pain points and areas of opportunity. This generated Heuristic analysis reports, Looker Dashboards, and an Insights report.
Data analysis
A look into the analytics to better understand the performance and user behaviours relating to support.
Interviews
Stakeholder and user interviews + workshops were conducted to understand the experiences and needs from both sides.
Re-designed support experience
I overhauled the journeys in relation to finding and utilising support resources through applying an interconnected approach between products and improvements to the UX and UI of the Help Centre.
I established a ‘front door’ to resources, ensuring users had a more intuitive experience from the moment they required support.
With clear Information Architecture
The new system includes templates for digital and print use, responsive components, as well as detailed guidance and examples to support internal and external teams build brand consistency across all channels.
and a flexible, templated approach to support resources
By distributing the resource development and maintenance responsibility from a single team, to all teams, we unlocked the ability to create resources in tandem with feature development.
A number of resource content templates were developed to ensure consistent tone of voice and content structure was maintained, and a restructure of the Information Architecture (IA) ensured information was organised and expanded according to user needs.
Support strategy framework
Determining what resources are generated, where they live and allocated maintenance responsibilities.
Continuing to drive self-service behaviours
Support forms were uplifted to encourage self-service behaviour by implementing a ‘suggested articles’ field, which will surface relevant support articles based on the user’s keyword input.
Establishing the what, where, and when support resources are generated
To ensure successful implementation of the strategy, the process was mapped out to clearly define: what resources we publish, where will they be hosted, when does development need to start, and outline ongoing maintenance responsibilities.
Searches for resources increased by 40%.
Click-through-rate to articles in search results increased by 14%.
Reduction in user support requests (post search) by 8%.
Improvements in awareness and engagement with 22% more visitors, and a 48% increase in average support resources viewed by users.
Duplicate and redundant support resources were archived.
Over 50 support resources published that were previously inaccessible to users.
Other work
Feedback mechanism
CMS Dashboard design
