NMCI Support Section Redesign
Objective: Integrate 800 support articles into site in a way that improves customer satisfaction.
Coordinated project team efforts of migrating articles into new CMS. Created schedule, motivated team with incentives, and ensured on-time delivery.
Developed “tagging” method of organizing articles into groups. Users can drill down through any of the tags, until they reach the article that fits their needs. Helpful links and recommended articles for each tag are highlighted on the main tag pages.
Customer satisfaction survey results have improved to above 90% since implementation.
Due to security restrictions, full access is not available.