Self Service Support

Roles: Researcher, Designer, Content Writer

Skills: Research, Analysis, Suggestions, Wireframes

Software: Sketch, Skype

Project Goals

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.)

Research

  • 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

  • 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.

Detailed Support Page