Contact Us at CAO
Designed and implemented a self-service center using user testing, achieving an 17% reduction in call and message volume and over 20,000 page views since 2024 launch
Skills: Figma, cross-functional collaboration, usability testing, user interviews, user research facilitation
October 2023 - December 2023
Overview
I led the research and redesign of the CAO contact us experience, creating a "self-help" center to help users quickly find answers to common inquiries, as identified by the information support (IS) team.
Problem Statement
The Condo Authority of Ontario (CAO) was overwhelmed with repetitive calls, messages, and inquiries from users seeking information available on the website. Users found it easier to contact the CAO directly rather than navigate the site, creating inefficiencies for both users and the CAO's team.
Impact
📞 Reduced the number of phone calls to the CAO by 17% between 2022 and 2024
👩🏻💻 Over 20,000 page views since early 2024 launch
📉 Notable decrease in calls regarding technical issues
Contact Us Landing Page Evolution
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Original Design
Users only saw the message form, making it faster to message or call the CAO than find the information independently.
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Proposed Design
Moved content above fold of page, added a search function for faster way finding and less pages to develop
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Final Design
Moved the key content above the fold of the page, integrating commonly asked questions, and clear instructions
The Data
These categories shaped the architecture of the Contact Us section. The tech issues became a core category at the top, and the director training and common issues were added to the "Commonly Asked Questions" at the bottom of the page.
Highest Reported Issues to the Info Services Team
User Testing & Results
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User Testing Prototype
Wordpress prototype for user testing. The KPIs were: task completion, satisfaction, time on task, qualitative feedback, and system usability scale.
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Key Areas of Improvement
Overall, users reported a high SUS score of 88, but the qualitative feedback noted specific improvements that could take it from good to great.
Design Process
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Sketches
Early concepts, including a search bar and placing the contact form on the first page
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Low-Fidelity Wireframe
Early design for the self-help center placing higher importance on the FAQs
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Final Starting Page
Put core actions above the fold of the page promoting the core user journey
Challenges…
Implementing the designs in template restricted Wordpress builder prevented custom components to be developed and used
Balancing preferences from management and users prevented some UI changes
Using easy to understand copy while managing the legislation required cross-functional team buy-in
Results
Following the launch, there was a 17% reduction in end-of-year call and message volume. The pages, which have received over 20,000 visits since their early 2024 launch, led to a notable decrease in IT inquiries. Website polling indicated a 32% increase in user acceptance ratings.
Overall, the project was successful and highlighted the value of user insights. It paved the way for future user testing opportunities, including focus groups, usability tests, and surveys.