Challenge

The Customer Support team needed a way to provide custom content on the WWW Support webpage for different user types.

Concept

Overhaul the content and design of the WWW Support page with a focus on signing in to the MySupport portal, quick links to support tasks, gateway to some KC content, and information about support offerings.

  • Refresh page content and layout for easier access to MySupport and KC tools and services
  • User type integration to display different content and messages based on the user's logged in state and supported status
  • Addition of Customer Alerts feed content from the KC, based on a supported customer's list of entitlements (products)

I created customer support wireframes and the functional design specifications document.

wireframe of the support page for the public user profile
wireframe of the support page for the signed in customer profile

Development

I used targeted content components in the content management system to display different content based on defined user profiles.

screen shot of the support page for the public user profile
screen shot of the support page for the signed in customer profile

About Me


photo: Rachele DiTullio

As an information architect, interaction designer and web developer, I believe in information integrity and accessibility for all through universal design principles and web standards.


I have a wide breadth of knowledge in many areas of web standards and user experience design including HTML, CSS, cross-browser testing, accessibility best practices, information architecture, interaction design, wireframing, prototyping and usability testing.

I earned my Master's Degree in Information Studies from the University of Texas at Austin iSchool.

Contact Me

LinkedIn

LinkedIn

Location

Austin, Texas

Phone Number

512.795.4850