Redesign of 3Shape Help Centre portal (2020)

3Shape's Help Center is a customer care portal for end users that was initially released in July 2020. The portal is part of the "Customer First Initiative" to increase customer assistance by helping clients directly from 3Shape rather than through resellers and partners.

Not all details will be shared in this case study because information might be confidential. This case study aims to give an overview of the process I applied.

The focus of the redesign was to improve the transparency process for the end-users over the product support, improve navigation, and enhance the information architecture related to the support portal.

Service Blueprint

To get a "zoomed-out" view of the current support process on the Help Center Portal, I created a Service Blueprint to visualise the relationship between 3Shape Support and a 3Shape End-user while using the 3Shape Help Center Portal and CRM. Based on my observations and talks with stakeholders, I also identified potential pain areas.

Hotjar: behaviour analytics

To observe the end-user experience and the behaviours on the portal, I added Hotjar, a behaviour analytics insights platform that helps to observe and understand the users through heatmaps and session recordings.

Later, I used this observation together with the qualitative usability tests.

Because behaviour analytic tools merely collect observations of how users behave and cannot be biassed, they proved very valuable during the process of communicating with stakeholders about the issues that were uncovered.

Moderated usability testing on prototype

To understand the users even better, I did some Usability tests.

The usability test focused on the support case submission on the Help Center portal.
The test contained
- Background questions to better understand the context of use and behaviors
- Tasks that they had to complete on the Help Center portal (prototype)

The objective of the research was to find answers:

How did the user get onboarded on the portal?
What is the first touchpoint? How can they find the entry's URL??
How easy is it to navigate the portal?
How transparent is the support process for users?

User journey map

To assist me in comprehending and interpreting the findings, I constructed a user journey map.

Final design

Overall, final design focused on improving transparency with the support process for the end-users, navigation on the portal and easier access from 3Shape.com and from all 3Shape software.