Uline Help Center

Project Description:

My team was tasked to improve the Help Center page on Uline.com. Customers who needed help were unable to find what they were looking for and felt overwhelmed by the organization of the page.

Role: UX Designer

Team: Project Manager, UX Researcher, Data Analyst, Customer Service

Research

Our research consisted of analyzing past data of customers, holding a moderated card sort, and conducting a competitor analysis.

Presented the list of all links on the page and asked participants to sort them and title the groups.
Helped us group links into sections that were intuitive to customers.

Card Sort:

Looked at how customers navigated to each FAQ and how often each link was clicked.
Helped us determine order of links on the page, as well as which links we can remove to clean up the page.

Data:

Looked at Amazon, Grainger, MSC Direct, and Webstaurant.
Most competitors use categories to help users navigate the page.

Competitor Analysis:

Design

I held an ideation with our team and key stakeholders where we sketched ideas and voted on our favorites.

Group links into categories.
Show contact information at the top.
Show most popular FAQ’s first.

Most voted ideas:

From here, I created wireframes of our favorite ideas. I navigated through multiple rounds of iteration, discussion, and updates based on stakeholder feedback.

Categories on the left to minimize scrolling.
One column of links on the right.
Organize categories and links by most clicked.

Final Design Needs:

Final Product

Once we had a good idea of the functionality and layout of the page, we handed it off to our Creative department to make the finishing touches. They created different versions for the branding and look of the page.

The concept I handed off to Creative.

Creative’s final concept.

What I learned

In this project, I designed from data, managed feedback across multiple departments, and worked closely with our Creative department to approve the final design.

Using data in my designs helped me fight for choices that would benefit our customers. Trusting our Creative department on the final look of the page let me focus more on the organization and user experience navigating the page.

I’m proud of how this project turned out, now live on Uline.com. We are continuing to monitor how the customer interacts with this page to make future enhancements.