Portal Updates - WB 07-06-08

Here are the portal updates from the 7th August to the 13th August.
WID=Website Improvement of the Day. These are minor, quickie improvements that are small items of work that will hopefully make a big difference.

Please note: These are internal notes that we are reposting. Some of them may contain acronyms that are unfamiliar (and indeed that we may not know either) but hopefully you should still get the idea!

WID #01 - Help Assistant - My Questions page
WID #02 - Help & Support - View My Broadband Usage
WID #03 - Help & Support - Home Phone Billing Guide
WID #04 - Help & Support Search Tool Improvements
WID #04b - Help & Support Hardware Driver Update
WID #05 - Help & Support - Account Administration FAQ
WID #06 - Help & Support - Help Assistant Guide


WID #01 - Help Assistant - My Questions page

Source: User testing sessions
Problem: Several users were confused why they couldn't ask a Question in the My Question tab of the HA (quite obvious when you think about it!)
Fix: Added copy explaining what the My Questions page is for and pushing them to the main HA tree if they want to ask a Question.
Note: The new copy only appears when a customer has no open Questions.
http://www.plus.net/my.html?action=questions

WID #02 - Help & Support - View My Broadband Usage

Source: Rate My Page feedback/WebTrends
Problem: Feedback showed that customers were getting confused trying to find the VMBU tool. The VMBU support page was slightly confusing - it didn't explain how to do this.
Fix: New copy added showing how to login to the Member Centre and find the VMBU, as well a direct link to the tool
http://www.plus.net/support/broadband/products/vmbu.shtml

WID #03 - Help & Support - Home Phone Billing Guide

Source: Rate My Page feedback/WebTrends
Problem: Some customers were asking if they got an itemised bill with their Home Phone account.
Fix: A small update to the first FAQ on the guide, outlining the type of data available on the Home Phone itemised bill. A link has also be included to the Home Phone Control panel.
http://www.plus.net/support/phonecalls/homephone/billing.shtml

WID #04 - Help & Support Search Tool Improvements

Source: User testing / our observations
Problem: The google mini tool trawls support and spits out relevant page links. Unfortunately, most of these results had the same title which made it hard for customers to pick the right page.
Fix: (phase 1)
- We used webtrends to identify the most popular support pages.
- We then used the (now fixed) Workplace Meta tool to give each page an individual title.
Note: This is only the first phase - more improvements to the search tool will follow shortly.

WID #04b - Help & Support Hardware Driver Update

Source: Question Reply
Problem: A MAC customer on MAX DSL was having problems with his Voyager 105.
Fix: Updated the Voyager 105 driver for a MAC user

WID #05 - Help & Support - Account Administration FAQ

Source: Rate My Page feedback/WebTrends
Problem: We don't explain anywhere how a customer would recover a forgotten username (only a forgotten password).
Fix: The Account Administration FAQ has been updated. This now explains the Password Recovery tool can also be used to recover a username. Steps on how to find a username from the Connection Details page have also been included. This will help reduce Questions regarding this subject.
http://www.plus.net/support/customer_service/account_admin_faq.shtml

WID #06 - Help & Support - Help Assistant Guide

Source: Rate My Page feedback
Problem: Some customers are unaware that the 'Close this question' button within My Questions completely cancels their query. (i.e. customers have closed unanswered questions by mistake). The URL was also confusing, as this needed updating to match the page title - 'Help Assistant Guide'.
Fix: Include details about the functions of each of the buttons within an open question. Also rename the file.
http://www.plus.net/support/member_features/help_assistant_guide.shtml
Article last edited on Wednesday, 16-Aug-2006 19:41 PM