Digital knowledge sharing
How might we provide confused customers with quick & clear answers to their concerns?
User research | UX Design | Team work | 1 yearUsecase
An energy provider is facing high costs for their customer support. In order to reduce the costs, which are mainly caused by emails and phone calls, a concept for digital information retrieval on the existing website of the company should be developed.
Project strategySilent listenings • Customer interviews • Customer support interviews • Market analysis • Wireframes • Prototype testing
Process
The project started by planning, conducting and evaluating silent listenings of customer calls on the helpline, as well as interviews with different customer target groups and customer service employees.
Afterwards, we developed archetypes from the research insights to be able to understand and relate to the different customer needs. Recognising that these needs could be met through a centralised content platform where specific concerns are addressed, we decided to set up a help centre as a knowledge base and contact point for customers in various situations.
Result
After one year of working on this project, we created a totally new website portal. Through an MVP and an extension stage for the helpcentre, we conceptualised 1 homepage, 8 contentpages, a menu and a new search function. Through FAQ's and user-centred language, we try to address and solve the users' concerns directly, without having to search for them for a long time.
With the implementation of the MVP a few weeks ago, we have already succeeded in reducing the number of contacts.
