Self help portal

The team is currently in the process of designing a self help portal to enable employees to look up answers to questions related to IT or HR. The overall goal is to reduce call center volume by providing an intuitive website to answer the common questions employees have about IT or HR.

Create an intuitive navigational structure that enables users to easily and quickly find the content they need.

Conducted multiple research studies with to gather insights about mental models related to IT and HR concepts from a variety of users across the company.

Project Timeline

Design and product teams are in the process of creating a new website to reduce call volume to HR and IT service centers

Design and product teams identify the need need to create a browse experience to enable end users to discover content that end users might not know to search for

Open Card sorting

Start understanding the mental models of end users as it relates to topics on the website. Users group predetermined topics together then provide a category label for those groups.

Open card sorting

Conduct card sorting in-person with a manageable set of users to create the first set of categories that will be use in the navigation.

Project page

Design and research team creates a set of categories that could be use as the main navigation for the website

Closed card sorting

Validate that categories created in open card sorting exercise are consistent with the mental models of end users.

Closed card sorting

Use unmoderated card sorting to validate the category labels with a larger sample size of end users

Project page

Information architecture is created and a mockup of the new navigation is made

Tree testing

Validate the navigational structure of the website, by asking end users to find specific content using a wireframe of the navigation.

Tree testing

Validate the information architecture of the website and ensure a large sample of users can find how to get to specific content

Improvements to the navigation are made based on findings from the tree test

New navigation is included in the launch of the website