NBC, Help Center

Client

NBCUniversal

The challenge

NBC’s Help Center needed some user experience love and care. The design team initiated a partnership with the customer support team after raising a number of UX concerns. With the CS team onboard, we presented a full audit of the help center with a list of suggestions and improvements. Both teams agreed that the landing page needed the most attention. As a frequently overlooked portion of our product, how can we most effectively raise our UX concerns to organization executives? Many help centers appear to be using the same Zendesk template - how can we leverage ours in order to stand out amongst the rest? After launch, how will we be able to measure success?

The goal

View the live site

Discovery

View the full case study

View the prototype

PROCESS –

the process

Before jumping into a redesign, our design team decided to conduct an unmoderated A/B usability test. We believed running a user test would be the best way to raise attention to our leadership team. The key objective of this test was to gain supporting data that a new landing page layout for the NBC Help Center will help users find solutions to their issues more efficiently. Our team decided to test against Venmo’s help center after completing a competitive analysis on other help centers.

Although we did not consider Venmo a direct competitor to our apps, we found both help centers solved similar customer issues. Our team also believed Venmo’s help center appeared much more clean and concise. User testers guided us through their experience within the help centers. Along the way we prompted users to provide us with overall impressions. After seeing both sites users were asked, “Which of the two sites helped you find a solution to your issue most efficiently?”

View the full case study

No items found.

Conclusion

With the help of our SEO team, we’ve been able to track our users’ paths while browsing through the help center. As expected, a majority are finding their solutions via search. But metrics have been pointing towards an increase in category page-views and overall less drop-off. Our team is continuing to monitor these behaviors and implement new iterations in the future.

Read the full case study

View the live site

CREDITS

UX/ UI DESIGN

Juan Octavio

Lauren Shields

‍

DESIGN MANAGMENT

Krystle Swaving

‍

DESIGN LEADERSHIP

Melanie Lantin

‍

COPYWRITING

Miles Harvey

David Vawter

‍

PROJECT MANAGEMENT

Megan Radford

DIGITAL PRODUCTION

Matt Karaffa

Bekah Beran

‍

DEVELOPMENT

Jerrod Long

Kenton Glass

Zach Hornsby

Carolina Barboza-Orman

NEXT PROJECT

DRAG