Phase 01 - The Initial Ask

THE ASK

Improve the design of an existing “Technical Self-Service” web-app. Improve known usability issues, improve the IA, and create a design that more closely aligns with customer expectations.

THE PRODUCT

An app built on Salesforce (SFDC) Communities that provides customers content and tools to self-serve technical support issues with Honeywell product. Users can search “solutions,” videos, and fault messaging that provide Q&A style help for common product issues. Additionally, users could see and search their case history with Honeywell’s technical support team

MY ROLE

As the UX Lead, I developed project-level plan to gather user needs, define major application functionality, and collaborate with the GTO Operations team and IT Development to redesign the app and manifest design-intent.  I led supporting design staff in concept development and qualitative user research.

PERSONA

OLD DESIGN

RESEARCH INSIGHTS

12 Participants surveyed across global regions and teams:

• Inadequate sort capabilities drove high time-on-task.

• Poor performing search function resulting in inaccurate search results.

• Button functions were not clearly discernible and participants didn’t understand what exactly they were supposed to do first.

• “None of this information seems to be related to problems I’ve experienced”

• “I don’t have access…”

• “I used it once but never thought to go back”

• “Why is search so slow?”

• “This is cumbersome, the page seems to refresh and loses where I was;” app navigation vs browser back button

CONCEPT

FINAL DESIGN

We rebranded the tool as a “Technical Knowledge Center” to align with its purpose and remove negative connotations of “self-service.”

OUTCOME

System Usability Score (SUS)=77.9, Task Completion Rate=81%.

Traffic? We had a great response to the advertisement of the tool at launch but it failed to meet user expectations and quickly fell off. See why in Phase 02: