Integrated Help

The Integrated Help system is a “one-stop-shop" for the various Coca-Cola ‘help’ related knowledge bases - technical support, Human Resources, manager tools, etc. Initially, the UX Team was asked to provide a proposal outlining our UX recommendations, with supporting visuals of what the system could look like. Essentially, the stakeholders needed to show a plan before requesting money from executives (classic cart before horse).

Discover – The research team conducted Associate interviews and stakeholder workshops to identify behavior patterns and system requirements. They also conducted a comparative analysis of support services (such as Apple, SquareSpace, FitBit, and Amazon), including creating fake tickets to observe how they handled support. The team found that companies commonly push users towards self-service and prominently display a large search box.

Define – We then created journey maps for the Associates and established common scenarios and pain points. Associates wanted easy search capabilities, an obvious way to self-serve by referencing knowledge articles, and immediate access to an agent via chat or phone.

Design – My primary role was coaching and providing art direction for the junior designer throughout design revisions and focus group reviews. We tested several layouts, some specifically with agents and others with associates. After several rounds - we landed on a design that clicked with associates and agents, plus aligned with business needs.

Results – Our proposal and UX recommendations significantly elevated Integrated Help to a top priority. As a high-profile project, there were numerous opinions expressed throughout the process. We used our UX Research to help the team make informed decisions based on facts rather than preference.