Support
Building a unified support experience
Company: Citrix
Role: UX Designer
Tools: Axure, Paper, Design workshops
Situation:
Support was owned by multiple internal teams, causing customers to jump from one place to another to find answers. To address this, I collaborated with various teams and stakeholders across the organization to design and build a unified experience that better serves our customers.
Tasks & ChallengeS
The Support experience had multiple owners and teams across the company.
Each team had their own online support experience.
How to convince them to unify support into a single experience?
Why 85% of the customers are going to Google and not using our internal Search?
How to avoid confusion to find support? support.citrix.com vs. citrix.com/support
Actions I took
Conducted Internal research across different teams that provides “Support” - Marketing, Product Documentation, Services, Learning, Technical Support, Customer Service, etc.)
What can we learn from data? working with the BI Team
Went to Synergy events and conducted specific research around “Search”
Partner with Researcher to help with external Interviews
Scheduled design sessions with the Support Team
Created a prototype with the vision of a “one-stop shop for support” desired by customers with customized experience for Admins, Partners, End Users, and Citrix Employees
Went to Synergy event and tested prototypes and ideas with 50+ customers
Pitched the project with the Stakeholders of each department.
Presented the project at the company’s All Hands
Partnered with the Marketing Team
Design artifacts
By partnering with the BI team and conducting a Survey, I was able to combine quantitative and qualitative data and leverage these great findings on my designs.
Design workshops
I organized and run design sessions with the different support teams: TRM, Technical Support, and Product Updates & Hotfixes
Understanding what Admins feel and expect from Support
External interviews with customers helped understand how customers see support and why they didn’t trust our search
proposed solution
A single place for all support activities.
Customization Support recognizes the different roles, products and interests to delivers a customized support experience.
Prototyping the experience
High Defs of Unified Search - All Products
High Defs of Unified Search - Product Selected
OUTCOME/Result
The project was also embraced by the Marketing team so together we were able to merge the URLs and unify most of
the support content into a single experience and reduce the number of calls to support by 30%.
The “open a support ticket” experience was also unified with the Support portal.
Not all the products were unified into a single CMS (so we could have a true unified search) but we were able
to work around and provide links to the specific content.
The customization portion of the project wasn’t prioritized.
Support design version 1 - select product + links to specific areas
Support landing version 2 - options to find product first or search
“Simply put, Marta seeded our User Experience team. Her passion for creating great user experiences, and her upbeat and friendly way have been infectious - people love working with her. Marta's future is very bright".
John Jimenez
Senior Director Services, Citrix
“Marta is one of the most passionate UX Designers I've ever worked with. When you're around her, you can't help but to get excited about creating anything.”
Natasha Pierre-Louis
Developer