The “Support & Drivers” tab on the HP.com home page uses a two-step process that requires customers to choose the support resource they want first — and then search for or browse to their product.

In the end, customers land on a centralized product support page that gives them access to any support resource they need.

This makes smart users ask the question: why did I need to select a support resource on the HP.com home page?

Although HP.com’s support always makes the top five based on its boatload of content & features, its usability always falls short of the Good Practice mark.

Although there are many reasons, the main culprit is HP.com’s ongoing attempts to mask over its legacy architecture that creates rabbit holes at every turn. Here’s why.

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Category: Case Study

Class: Tips & Traps, support navigation

Websites Profiled: HP.com

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