Online Help Desk

Houghton Mifflin Company

Houghton Mifflin's Help desk answered many of the same queries over and over again and online technical information was either missing or difficult to find. In order to streamline the delivery of technical help and information and reduce technical support costs, we developed a "self-service" online help desk for the most frequent technical issues. We analyzed the types of calls and requests going to the Help Desk, identified the key tasks that generated help desk calls, and organized information into intuitive categories. We tested our proposed categories and organization, and delivered a help site that significantly reduced help desk call volume (and employee frustration).

Role:
Project Management
Information Architecture
Web Design
Web Development
Usability Research