View all posts that have been tagged with Helpline-UX collaboration.
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.
We recently launched a new contact form for IS Helpline, which aims to reduce support calls by providing links to self-service help pages. We are looking to expand this functionality as a service to other University departments.
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.
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.
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.
In our latest showcase of the Usability Testing Service (held 15 June), we worked with our frontline IT support colleagues to learn where their website self help pages could be better.