Project Summary

Not Disclosed

UX Developer, Prototyping, Interaction Designer, HTML & CSS asset development

Sr. Management, Product Owners, Project Managers, Information Architects, Researchers, Content Strategists, System Analysts, Engineering

Online Resource Library

Organization call center representatives used an outdated system of links. When on calls with clients, finding appropriate customer documents & resources was extremely difficult. Reps resorted to using built-in browser search tools to find relevant information. This approach was not only slow, but also error prone and was an indication of an outdated information architecture, UI and lack of efficient means to search intelligently.

A brand new system was designed from the ground up. Highlighted features include:

• Support for smart and content appropriate searches
• Allowed users multiple ways to navigate using either a menu system, favorites or a much anticipated search engine
• New way-finding tools were implemented to help users navigate up and down a brand new information architecture efficiently
• Faceted search tools helped increase the likelihood of finding relevant resources
• System also featured a user feedback system which was used to improve future releases of the new Rep Resource Center

With a reimagined IA and complete redesign, associate productivity increased to over 50% and customer satisfaction and retention remained at an all-time high.