siteIQ Report | 10 support usability issues you should measure

Most teams use customer satisfaction studies to get a bird’s eye view of what’s working — and not working — on their support sites. Unfortunately, deducing actionable results from a blizzard of complaints can be, shall we say, a bit of a challenge.

siteIQ Report | 10 support usability issues you should measure2017-03-01T17:14:34+00:00

2011 eBusiness Index Report

Mirror, mirror on the wall, who has the best Website of all? To find out, we evaluated 23 Websites, stepped them through 1,200 types of content & features, and put them through their usability paces. Then we scored, ranked, and rated each one and put all the answers in this report.

2011 eBusiness Index Report2017-03-02T11:34:54+00:00

Design & Architecture | IBM.com’s Support portal refresh puts more distance between it and competitors

For years IBM.com faced its own Kobayashi Maru — how to make it easy for customers to find support for its mammoth portfolio of products and services. To the amazement of pundits, customers, and casual users alike, IBM.com’s support site aced the test in 2010 – and achieved an online support ideal.

Design & Architecture | IBM.com’s Support portal refresh puts more distance between it and competitors2016-11-21T18:28:00+00:00

Design | 4 ways the Norton Support zone hits the consumer mark

Symantec’s Norton Support site is, without a doubt, the feather in its online support cap. The site is clean, concise, and fall-off-a-log easy to use. It ain’t too hard on the eyes either, which makes it as much of a pleasure to use as a support site can be.

Design | 4 ways the Norton Support zone hits the consumer mark2016-11-21T18:28:00+00:00

Design | Cisco.com’s support zone gets a “nip/tuck” facelift that makes its support mega-menu shine

Visitors that take no more than a passing glance at Cisco.com’s support page may not even notice the page’s new design. They’ll only see similar light colors with boxes full of links. But they would be wrong. This page redesign is a horse of a completely different color.

Design | Cisco.com’s support zone gets a “nip/tuck” facelift that makes its support mega-menu shine2016-11-21T18:28:01+00:00

Design & Architecture | Cisco.com’s best practice support home page gets a clever mega menu

Cisco.com’s Support home page and IBM’s Support Portal (read the case study) have at least one thing in common that make them best practice performers. One Stop Shopping. Then Cisco.com takes it one step further by cleverly using its mega-menu to deliver access to support from every page on the site.

Design & Architecture | Cisco.com’s best practice support home page gets a clever mega menu2016-11-21T18:28:03+00:00