Roles: Researcher, Designer, Content Writer
Skills: Research, Analysis, Suggestions, Wireframes
Software: Sketch, Skype
Cengage sells online textbooks that include different publishers. Cengage wanted to reduce phone and email support in favor of self-service help. The new support page allows students and instructors to obtain help to support the many online textbooks capabilities. (They still had the option to email or call support.)
- Determined what brands Cengage needs to create the support pages.
- Analyzed email support to see what common problems student had with Cengage textbook experience.
- Determined which help topics to create in video format.
MindTap Support Pages
- Designed wireframes for each platform. For this case study, I am only showing MindTap.
- Received feedback about wireframes. A different person did the testing with the students so I am not showing that part.