Posts tagged: IS Helpline

View all posts that have been tagged with IS Helpline.

Nov
15
2018

Better content, fewer support calls: improving the card process for new students

As part of our collaboration with IS Helpline, we worked to improve the web content on getting your first student card – and saw the support calls on this topic nearly halved.

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Dec
19
2017

A year of continuous improvement with Helpline

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)

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.

Continue reading: Revisiting student experiences with Helpline reveals improvements to IT self service