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Posts tagged: Helpline-UX collaboration

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Apr
5
2018

April UX Showcase engages staff around case studies

By in Training, support & events, User Experience & usability
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Our latest showcase event for the User Experience Service focused on case studies of recent projects. Lightning talks were followed by a chance to chat with members of project and service teams who had commissioned the work.

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Feb
21
2018

Showcase of UX Service projects – join us 4th April

By in Training, support & events, User Experience & usability
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We’re running another of our showcase events to highlight how the pilot User Experience (UX) Service is helping a wide range of projects get closer to their target audiences and make better decisions. Booking for Wednesday 4 April is now open.

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Dec
19
2017

A year of continuous improvement with Helpline

By in Supporting strategy, User Experience & usability
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The end of 2017 marks the first anniversary of our collaboration with IS Helpline to iteratively improve their IT help provision. A year in, we look back at some of our achievements in the process of improving the user experience around IT support at the University.

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Apr
14
2017

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

By in Supporting strategy, User Experience & usability
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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

By in Supporting strategy, User Experience & usability
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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

By in Training, support & events, User Experience & usability
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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

By in Supporting strategy, User Experience & usability
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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

Helping Helpline help our students – usability testing showcase session

By in Training, support & events, User Experience & usability
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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.

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