Guest Adrian Hodgson Posted November 16, 2016 Share Posted November 16, 2016 We have reviewed the user experience for the user portals with out user experience designer. The portals as laid out on screen are not well designed for the user experience and there is limited options available to customise them at the moment. I have had a brief discussion of this with Bob Dickinson and he has asked me to post this on the forum. Examples are the need for the user to make multiple clicks before they can log a request. and also the need to scroll down to locate the services available. The poor "user design" will put users off from using self service and they are more likely to revert to making support requests by email Reduce the height of the text area in the self-service portal Login to view / update and log a support request” so that the search and service icon is moved up above the page fold… referring to the #home-banner <header> tag. This can be reduced from 300px to 80px tall. Move the FAQs and the Requests to the front page so that the front page contains 3 icons/links the service icon, My Requests (when present) and the FAQs icon. Change the link of the “service” icon to be the “Get Help” on the next page. This will reduce the number of clicks to “Get Help” Change the icon in the Categories tree view to be “+” and “-“ using a corresponding icon instead of the chevron-right and chevron-down. Increase the spacing or padding between treeview category texts Reduce the font size of these categories slightly Remove the chevron-right icon from the nodes that cannot be expanded. Add some descriptive user text to the “Upload Document” UI pattern describing that the user doesn’t have to upload a document if not required: Example - I logged a request that my login was not working … what document are you expecting me to upload now? This is daunting to a user as they might think they’ve got the process wrong even when they haven’t. Granted, users will learn to ignore the upload request when necessary but why make that learning curve extra steep for newcomers. The ability to set content and body fonts These usability changes could benefit everyone Regards Adrian Link to comment Share on other sites More sharing options...
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