Separate Users with Different Purposes
To establish a new website structure, we categorize visitors based on the following factors so that we can present correct information for them:
- Whether they have registered an account
- Whether they already had a case
- Whether they prefer to solve the issue on their own
- Whether their issue is unrelated to the product malfunctions
A Homepage for Accessing Various Needs
We believe the first page of the customer portal is important as it needs to help users quickly find the right entry point for their problem. We considered various user types, such as those with an existing case and those who have registered an account.
Final design of the Contact support Homepage
Create a new case within 3 steps
We streamlined starting a new case into two steps: select an issue category, then a specific problem. This helps both users and us narrow down the issue, allowing users to get the information they need in just three steps.
Selecting a country is a mandatory step in steps one and two to ensure we provide accurate service information for the correct location.
Step 1
Select a category that best fits your product /question
Users are required to select a category, which may not necessarily be related to a physical product but could also include other issues, such as cash back.
Step 2
Select an item that best fits your question
This section will display issues related to the category the user selected in the previous step.
Step 3
Select a contact channel
We provide up to four contact options (varies by country). For phone and online chat, we include descriptions of the busy level and status. IF the service is closed or too busy, we aim to inform users in advance.
４ways to Contact the Call Center
The image below shows an illustration of contact options in order: Call Us (top left), Write Us a Mail (top right), Online Chat (bottom left), and Visit Us (bottom right). The focus here is on reducing information gaps between us and consumers. To minimize communication costs, we’ve listed out
1. Helpful tips and required information for different contact options to make sure users are well-prepared
2. Location-based notification at the top, ensuring users are informed of any updates to local customer support
For users with an existing case
Two channels to help users track their case
Once a case is created, helping customers track it becomes the next priority. We offer two ways for users to monitor their case progress.
1. Login
2. Use case number & email
Easily access detailed case progress after logging in
For users with an account, the case tracker shortcut is easily accessible at the top of the homepage.
Option to Track Case Without Registering
We also provide users who prefer not to register with a way to track their case. With the case number and email address, they are able to find the current status of the case.
For users who prefer exploring on their own
Encouraging the use of self-service information
Refer back to the challenge of this project, promoting the use of self-service information is what Philips aims to do. Therefore, we made two changes on the homepage:
1. Position the search bar in a more prominent location and highlight the number of people currently using this function as a trigger
2. Add a ‘Popular Issues‘ section that gathers all types of issues users may encounter, not only product-related problems.
Integrate self-service information into the case creation process
Even when users have entered the case creation process, we still aim to guide them to self-service resources, without forcing them to use them. As users select specific issue details, relevant topics and support videos are displayed simultaneously. It remains optional for users to explore these resources on their own before reaching out to customer support.
For registered users
Enhance the member system with completed after-sales service
From the company’s perspective, we encourage user registration. After logging in, users will see a different homepage with all the services they need, including shortcuts to the case tracker, contact options, product registration, and their product profiles.
A News Feed-like Product Profile
We present a product profile similar to a news feed, allowing users to access not only purchase information but also additional content, such as related posts from the community or product-related videos. This helps users to understand their products.
Efficiently reach customer support
With registered product information, users can more efficiently report their product issues.
Detailed Case Progress and History
In the member system, we have integrated case progress with case history, designing a more comprehensive case history template and incorporating the existing email functionality.