Situation: Comcast, a leading telecommunications conglomerate, was facing challenges with its existing help and support pages. Users found locating solutions to their problems difficult, leading to a high volume of customer support phone calls. This not only strained the customer support team but also led to decreased user satisfaction.

Task: The primary objective was to redesign the help and support pages to enhance user engagement, making information easily accessible and intuitive. The ultimate goal was to reduce the reliance on customer support phone calls by providing users with the resources they needed online.

Action:

1. User Research: Conducted surveys and usability tests on the existing help and support pages to understand user pain points and areas of improvement.

2. Content Organization: Reorganized the content based on frequency of issues and user search patterns. Introduced a robust search feature with predictive text and categorized FAQs.

3. Interactive Guides: Implemented step-by-step interactive guides and video tutorials for common issues, ensuring users could resolve problems on their own.

4. Feedback Loop: Integrated a feedback mechanism on each solution page, allowing users to rate the helpfulness of articles and provide suggestions.

5. Mobile Optimization: Ensured the redesigned pages were mobile-responsive, catering to users accessing support from various devices.

6. Promotion: Upon launch, informed users about the revamped help and support pages through email campaigns, encouraging them to use the online resources before opting for phone support.

Result:

1. User Engagement: Post-redesign, there was a 40% increase in user engagement on the help and support pages.

2. Reduced Phone Calls: The volume of customer support phone calls decreased by 30% as users found solutions online.

3. Positive Feedback: The redesigned pages received a user satisfaction score of 4.6 out of 5, indicating the effectiveness of the new design.

4. Cost Efficiency: With reduced phone support calls, Comcast observed a significant reduction in operational costs associated with customer support.

Through the strategic redesign of the help and support pages, Comcast successfully enhanced user experience, leading to increased self-resolution of issues and a notable reduction in customer support phone calls.