Posts tagged: Helpline-UX collaboration

View all posts that have been tagged with Helpline-UX collaboration.

Apr
14
2017

A process of continuous improvement reduces support calls (not forms)

Our tech team recently did some great work for IS Helpline, creating a bespoke webform that directs users to self-serve before submitting an enquiry. The form itself, though, isn’t what will ultimately help reduce support calls—it’s an iterative process of user testing, editorial improvements and analysis.

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Jan
26
2017

Revisiting student experiences with Helpline reveals improvements to IT self service

I recently re-ran a usability study for the IS (Information Services) Helpline which I had first conducted back in June. The results, though far from perfect, are encouraging enough to reaffirm our conviction in the value of repeat usability testing.

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Dec
1
2016

Usability testing observation event – 15 December

Join us for another open invite usability testing review workshop, which is showcasing our work with IS Helpline to enhance the online student experience. You’ll see how we’ve improved the website support experience based on our last round of testing, and learn how to run the process for yourself.

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Nov
24
2016

Enhancing student IT self service – a new collaborative initiative

We are embarking on a collaborative initiative with IS Helpline to improve the quality of online IT support for students. This is a great opportunity for us to demonstrate the impact of continuous review and improvement processes on the student digital experience.

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Jun
22
2016