YAHOO
2016 - CUSTOMER SUCCESS REDESIGN
Business Goals
Reduce in-house customer success cost of manually resolving most common issues among Yahoo users (account, password, mail).
Business Strategy
Reduction of manual labor cost to refocus capital on more important business initiative and user problems.
Problem Space
How to get users to self-resolve their common issues and help other users with advice.
Role
UX & UI Designer
Research
Created prototypes, testing routines, and lab sessions to test design strategies for new help and community forum site.
Solution
Improve the information hierarchy of the Yahoo help site based on user research. Design and launch a community forum site emphasizing the most needed products; utilizing social proof to encourage user behavior.
Self help & Community help.
Improved help site for users to navigate and find relevant customer success articles. New help community site for super users to provide other members with helpful advice.
Information hierarchy based on
user research
.
Utilizing quantitate data, qualitative data, and web design best practices created a new navigation that emphasized most common products with user issues, topics, and articles within specific topics.
Information hierarchy based on
user research
.
While internally the many Yahoo products were organized in numerous product categories. User research showed users thought about Yahoo products in two buckets. One for personal use and another for business use.
Help Community.
Emphasizing products and topics with the most issues, displaying social proof information, and leveraging the new Fuji design system.