The Ottawa Area Information Technology Consortium (OAITC) promotes and facilitates the effective and efficient use of technology for instruction and administration throughout the OAITC in local school districts and internal departments of the OAISD.
TASK ANALYSIS & UX DESIGN
The goal of this project was to create a ‘self-service’ website for ‘Sandie’ to find information regarding commonly asked questions.
Providing opportunites for ‘Sandie’ to to find and answer commonly asked questions herself reduced the number of phone, email, and help desk ticket requests that came in, freeing up time for the Support Staff to attend to other parts of their jobs.
The old site also had content that was both outdated, as well as pages that were lists of links that had all of the information in a pdf format.
Phase 1 of the this project included the following deliverables:
Audit all content for redundancy, accuracy and relevancy
Talk to the Help Desk support team and field technicians who work with ‘Sandie’ on a daily basis and get the top 10 questions they are asked most frequently (either from email, help desk ticket, or phone call requests).
Provide self-service tutorial pages for the most frequently asked questions with up to date instructions and ui screenshots
Have several groups complete tasks on both navigating the new site as well as completing tasks using the new tutorial pages using the persona of ‘Sandie’.