PRODUCT
GE - Mytech
ROLE
UX, visual, research
DURATION
4 weeks
OVERVIEW
In 2020, GE employees used MyTech to order office assets, as well as get IT helps. However, the platform and service faced difficulties after GE released the work-from-home policy.
This project aims to redesign the Mytech Get Support page so that users have a better self-service platform.
00 Problem and Metrics
Since the beginning of 2020, with the Covid hit, most GE employees have started working from home. As the only working assets providing platform in GE. We are facing challenges of increasing inquiring traffic, and the service team is also facing a low staff problem with a growing amount of calls of IT problems.
I worked with the Product manager partners to set the metrics we want to achieve:
1. Increase NPS scores by 6% (We asked for site feedback through a consistent button on the site.)
2. Help reduce the service calls by 30% (Focusing on transforming the wire experience to a digital experience.)
01 Design Goals
To help the user satisfaction and increase the helping rate of our site. The design focuses on two main areas: building a more accurate and efficient support platform.
02 Initial Get Support page
- Users don’t know what to do when they first come to the page due to the unclear content hierarchy ( pic.1 , 5 , 6 )
- Users can’t find certain important help types like "contact us" and "onsite assistant" due to the heavy cognitive load ( pic.2, 4 )
- Users don't understand certain support types like "District partners" and "Business application support" because the content is not speaking the user's language ( pic. 3 )
03 Get Inspired
Before starting design, I got inspired by the "Get Support" platform from Google, Apple, and Uber and learned from their experience. One of the standard features all of them have and also become a familiar pattern is that: The search bar is so powerful that all related search results, including help articles and FAQs users, never get into a dead end on any trail.
05 Help Types Efficiency
To understand the effectiveness and efficiency, I sent out a survey to experienced employees in the company and asked them about the number of help types they used and how much of the problem was solved. What is the success rate? From the result, I found that the "frequently searched articles" categories and searches take the least time. "Search" has a relatively better success rate. We should promote the search as the first method, the frequently searched articles as the secondary, then promote "live chat" and "create a ticket" before the "call center" to avoid waiting time.
04 Increase Article Search Accuracy
One of the solutions to locate the most helpful articles immediately after landing. I picked the top 30 most frequently searched articles and used the card sort research method to categorize them into eight groups.
05 Increase create a ticket effciency
To promote and "create a ticket" before calling the "call center," We need to increase the efficiency of the creating flow. So I listed out the current flow and looked for opportunities to make it more efficient.
05 Low-fi
Based on the new proposed flow and the new commercial branding, we delivered the first iteration of the new design. The new designs include a new graphic landing page, a new top category section to help the user browse the related articles, a new flow of searching articles, and creating business application support form flow.
06 AB Testing
We selected 2 options from the low-fi sketches to explore the structure of search, knowledge article and to categories. AB Testing shows the first option gets more understanding and more feasible on our timeline and engineer power.
Assumptions:
Customized help types based on user profiles.
Glanceable article booklet helps user narrow down to the articles they look for.
Promote search as the primary action, only show article keywords in the top category groups to keep a cleaner look.
Show other help types if they can’t find helpful content in articles.
Testing takeaways:
Users like how clean option 2 is, they know immediately what do they need to do.
Looking through the booklet is a waste of time.
Users would like to see the relevant article that is tailored to their problems.
07 Information Architecture
We start to build IA based on our testing/analysis results. By connecting low-fi screens together we got the very first screen flows.
08 User testing
Based on the first iteration of the design we set up user testing through Maze with 8 target users. Our goal of the testing is to try to find out:
- Understand the usability of the Get Support page
- Identify usability of searching and consuming knowledge base articles
- Learn the find-ability Get Supports main offerings (Chat, Lounge Business App Support)
- Overall, the find-ability of knowledge base articles, top categories, and locating chat is intuitive.
- Translation language and search result language are not very distinctive from each other.
- There is not a clear consensus on what Business Applications mean for users.
- Incident Form’s intended purpose is understood.
Possible Solutions
- Revisit placement of language preferences for search results and overall translation
- Reevaluate how Business Application Support is communicated and positioned for each persona
- Curate top categories based on Business
User Test Presentation
Stakeholder Presentation
04 Easy access with quick links
Mytech is building a great connection with other internal GE platforms to ensure the effective working experience of our user, they have easy access to related internal links at the bottom of the homepage.
11 New Launch
