Franchise Service Group - Support Site Improvements
Franchise Service Group
Insight
A stakeholder from the ServiceMaster Franchise Services Group approached me to design a support site for the whole Franchise Service Groups franchise owners and third-party vendors who supply these locations. This project included everyone that works with or supports our franchises: Merry Maids, ServiceMaster Clean, ServiceMaster Restore, Furniture Medic, AmeriSpec, and smaller brands and spinoffs under the ServiceMaster parent brand. I interviewed stakeholders and experts in the business processes for handling the Customer Service side of support requests. Created personas and mapped them to the most requested questions and features. We researched other enterprise companies that offered various digital products and services to provide context to where our brainstorming and ideation phases produced practical solutions and features.
Pre UX screens of support site
Screens of the Client’s current Website for support were taken in, and I applied a few Design Thinking activities Like SCAMPER and simple User interviews to understand the general use of this support site.
Concept
Our concept combined various solutions and features in Apple, Google, and StackOverflow support websites. Built out a proof of concept to allow the business to analyze and test with end users from all aspects of the Franchise Services Group.
Axure RP8 Mockups
Solution
The research and process mapping now could be composed into easy-to-understand user flow diagrams on how users behave and interact along with the personas allowing the business to empathize when developing the production version of the Support site. The user flow diagram is now mapped to a medium-fidelity prototype which helped stakeholders, business analysts, and developers to collaborate on content and UI features.
Click through the Axure RP prototype here:http://bkot9k.axshare.com
View UI Styleguide here:http://d1q3sf.axshare.com
Inital User Flow
Client Login to submit a request for assistance
User flow to access the help pages
User flow to access the help pages in the support site when user has logged into the support site.
Allow users to submit request and also search
Allow users to submit request and also search for articles without the need to login to the support site.
Axure RP8 Style Guide with interactions.
View UI Styleguide here:http://d1q3sf.axshare.com