GETTY IMAGES: DESIGN PROCESS FOR CUSTOMER SUPPORT
OLD DESIGN
Getty Images sells imagery to customers in two ways; creative stock and editorial stock. It is a complicated space and many different groups use the site; subscription customers ... a la carte customers ... full-time photographers ... part-time photographers ...
You get the picture.
This customer support page was to help customers and to redirect photographers to their own "Help" portal (That was separate work--ask me about it).
PROBLEM:
User needed help to navigate GettyImages.com
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Contact Us page was out-of-date
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Self-service didn’t work because the FAQ information was removed because it was out-of-date
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The contact information for local sales offices was incorrect
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There was no way to automatically connect the customer with a sales account person if they had one
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This page was not mobile enabled.
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Redirect photographers to their "help" portal.
PROCESS: WHITEBOARDING, WIREFRAMING & USERFLOWS
I brainstormed solutions with my developers and business partners by whiteboarding, wireframing and showing them user flows. You can see some samples here.
NEW DESIGN
We the following adjustments
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Make Contact Us became a hub for information; Customer Support
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Add FAQ section to enable customers to self-serve
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Contact information for local offices was verified and updated
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SalesForce was implemented and connected to the phone number, so customers could reach their assigned sales rep
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Make page responsive for mobile customers
RESULTS:
We reduce overall number of calls to Customer Support by including self-service with the FAQs.
We increased the number of "qualified calls" by sending users to a help "channel" most appropriate for them.
This information was verified by sales account ticket and site analytics
NEW FAQ INDEX
NEW FAQ PAGE
