Southern Company
The goal of this project was to support company wide innovation by connecting the right people across the company for help and support services. Previously, too many tickets were being submitted through the help portal, overloading the help and support teams with superfluous requests and causing system latency.
To overcome these challenges, I created an interactive digital tool for Southern Company employees that would empower the user to contact the correct department when implementing or developing new cloud-based service applications. The content was developed by myself and a representative from the IT help desk. We sorted through the most common questions they received and created a knowledge base around the available in-house offerings as well as IT approved third party software options.
Challenges for the user
- New and changing technology has lead to a knowledge gap, hindering the average employees' ability to clearly communicate their needs.
- Employees' needs are not being met due to requests getting lost and back logged amongst general inquiries.
Solutions for the user
- Using the tool educates the user in a way that builds on their existing knowledge and guides them through the content.
- The clearly defined funnels ensure that the user knows exactly who to contact and what to ask for.
Challenges for the content owner
- Ticket resolution is back logged due to inquires not being submitted in the right manner and or do not contain enough information to resolve quickly.
- The team experiences decreased productivity and time management resulting from miscommunication of employee needs. This leads to a negative perception of the IT team's ability to meet employee needs.
Solutions for the content owner
- The segmentation of products and services help keep the tool categorized in a way that will resonate with end users.
- By providing a self service step, the team saw improved efficiency in the ticket submission system by diverting traffic to its proper recipients outside of and within the system automatically.
*Due to the sensitivity of the information, the intellectual property has been replaced with Lorum Ipsum.
