HELP AND SUPPORT
Rapid prototyping, usability testing, information architecture, wireframing, visual design
The Australia Post help and support portal was long in need of a redesign. Customers were often deflecting to the call centre for issues that could be self serviced online, using incorrect online forms and dropping out due to forced authentication. Forms weren’t smart, were hidden, and had too many unnecessary fields. The categorisation of help topics was confusing and the overall experience was inconsistent due to legacy designs being mixed with the new branding.
I was tasked with redesigning the entire help and support portal, working in conjunction with Salesforce and an internal team at Australia Post. I needed to meet CRM, business and technical requirements whilst still ensuring the best experience for users.
This is a work in progress so stay tuned for updates on this page!
Prototype completed in Axure. If you are having trouble viewing this video, you can view it in Vimeo
Whiteboarding session from one of the co-design workshops