IBM Cloud
Improving support workflows and customer experience
Using heuristic evaluation to identify and fix usability issues, creating a more intuitive and efficient support experience for IBM Cloud customers.
Role
Product Designer
(UX, UI, Research, Prototyping, Success metrics)
01
THE CHALLENGE
A critical support system that was hard to use
IBM Cloud customers relied on the support system to get help, but the existing experience was difficult to navigate and did not meet usability best practices, leading to frustration, longer resolution times, and increased support costs.
Before the redesign
• Unclear information hierarchy
• Inconsistent interactions
02
DISCOVERY & ANALYSIS
Finding usability issues with a structured approach
I conducted a heuristic evaluation using Nielsen’s 10 usability heuristics to identify usability problems and assess the current support system’s compliance with recognized design principles.
03
KEY FINDINGS
Customers were struggling with the current experrience
The heuristic evaluation revealed a range of usability issues that impacted customers’ ability to quickly find information, create support cases, and track their status.
04
EXAMPLES OF ISSUES
Real issues, real impact
Customers had trouble finding key actions, understanding case status, and navigating between support resources. Direct feedback and support inquiries validated the findings from the heuristic evaluation.
• Hard to find key actions
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• Difficult to scan information
05
DESIGN PRIORITIES
Guided by customer needs and usability best practices
I prioritized improvements that would reduce friction, make key actions more discoverable, and create a more consistent and intuitive experience.
Increase visibility of key actions
Make it easy to create a support case and find refined resources.
Enhance consistency
Use consistent patterns across pages, actions, and components.
Improve information hierarchy
Present case details in a clear, scannable format.
Support self-service
Provide relevant documentation and resources to help users resolve issues faster.
06
PROPOSED EXPERIENCE
A clearer, more intuitive support experience
The new design improves discoverability, clarifies information, and provides a more consistent and efficient workflow for getting support.
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07
VALIDATION & IMPACT
Designing for measurable improvements
The design was validated through usability testing and measured against key metrics to ensure it improved efficiency and customer satisfaction.
Product results & impact
•
Reduction in overall number of submitted support tickets.
•
Increased NPS scores.
•
Increased access metrics for Support Center FAQ’s.
•
Reduced time between first attempt at self-service & case creation.
Prototype
preview
