The Source is the internal knowledge
base for Comcast, it has grown as organically as Comcast itself
and as such it has become a source of pain more than a source
of knowledge. It is utilized across the USA by over 10,000
employees of Comcast.
Challenge:
The Source is used by many different areas within Comcast.
Their customer account service representatives are split into
different groups. They all need their information to be relevant
and in a timely fashion.
The Source was going through a Content Audit and site reorganization
as part of an initiative to understand how to improve customer
service interactions. The new content organization needed
a new look and feel. Working with a larger team (1), UX Designs
saw an opportunity to assist in making the Source easier to
use.
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Solution:
UX Designs created an online testing environment to engage
the users of the Source to explore the new proposed content
organization. This way the points of pain for each region,
each type of customer service representative could have a
voice in improving the tool they were going to use on a daily
basis. Content area labels were tested for ease of understanding
and a final prototype was utilized to test the interaction
of the revised site. A new visual design was provided in order
to convey the new experience and provide an aligned and more
comfortable environment for the user.
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