Project description
Redesign the Oracle contact page to reduce UX confusion and increase the page interaction and readability.
Key deliverables: High-fidelity designs at different breakpoints (desktop, tablet, mobile), and functional requirements for the development team.
Project goals
- Primary goal for the user: Oracle users should understand the different methods to get into contact with Oracle and the different purposes associated with each method.
- Business goals: Increase in sales leads and opportunities coming from contact us page interactions.
Date
February 2022 - May 2022
Role
UX/UI Designer
Tools
- Figma
- FigJam
UX Team
- UX Manager: Jacqueline Conrad
- UX Researcher: Jared Williams
- Creative director: Vu Nguyen
- Accessibility: Christopher Land
- UX/UI Designer: Monserrat Kaneko
Approvers: Marketing leadership
The Problem
Prospect product selection confusion was identified as one of the biggest issues.
During a 3 day workshop with members from the Pillar Marketing teams, Oracle.com, Brand Experience, Marketing, and the Global Lead Management, an empathy map was created in order to visualize and understand what we knew about Oracle customers.
On the second day of the workshop, we gathered ideas and inspiration for a refined Contact Us experience, as well as voted to prioritize key ideas and features
Previous design and scroll data
The Solution
A simplified contact experience.
Based on research and after exploring and testing with users different layouts, it was concluded that the use of categories, icons, and a more structured user pathway allows users to make quick sense of the jobs-to-be-done and the support pathways available to them.
Even though, the new design includes also accordions. The experience provided was more successful due to an improved categorization and discoverability of the solutions:
- Fewer initial categories help customers quickly understand the support available
- Collapsing/accordion design feature allows customers to “explore” without becoming overwhelmed.
- Large, simple icons support customers in discovering solutions
- Headings and subheadings assist customers in “previewing” what is contained in each category.
Research findings
The use of simple icons and content categorization increase usability.
The use of categories/themes to organize content and support pathways greatly increased participants’ ability to understand and discover information. Simple icons also allowed participants to quickly relate needs to pathways based on imagery.
Customers find heavy text usage overwhelming.
Designs and modules displaying large amounts of text were more challenging for participants to understand as information became more difficult to discover.
Chat feature helps customers find failsafe pathways.
Participants felt more confident completing certain tasks because of the presence of chat features they felt would connect them with a representative to address their issue. These features were easily noticed because of their high-contrast design and prominence on the page/in modules.
Dev handoff
A11y annotations
