Western Digital
Customer Support Pre-Login Experience
Project Overview
Role
UX Designer
Objective
Design a unified support experience for Western Digital customers, helping them resolve their issues more efficiently.
The Opportunity
The product support experience was fragmented across brand-specific sites, making it challenging for customers to find the support they needed.
Listening to the Voice of Customer
VOC data revealed difficulties in finding software downloads, product documentation, and troubleshooting information.
Reducing Support Call Volume
We needed to reduce the number of support calls from customers who struggled to find product support content.
Visual Consistency Across Platforms
The support experience is built on AEM and Oracle, involving different teams and processes, yet visual design consistency across the platform was crucial.
The Solution
Unified Support Experience
This approach ensured visual hierarchy, easy scanability, and maintained visual design consistency. The redesign significantly improved content findability and overall customer satisfaction.
Success Metrics
The new design significantly improved content findability and customer satisfaction. Key success metrics include:
A measurable reduction in support call volume.
Increased user engagement with predictive search and AI-powered chatbot features.
Enhanced customer feedback and satisfaction scores.
Improved navigation efficiency as indicated by user behavior analytics.
The Process
• Conducted multiple design iterations to refine the project
• Utilized UserTesting.com for usability testing and gathered valuable feedback
• Created detailed user flows to map out the user experience
• Applied the Material Design system to ensure consistency and usability
• Continuously improved the user experience based on testing and feedback
The Outcome
Improved Content Findability and Customer Satisfaction
By unifying the support sites and implementing advanced predictive search and an AI-powered chatbot, we significantly improved content findability. This enhancement led to increased customer satisfaction and a noticeable reduction in support call volume.
