1 month

Ubisoft Help - Search

Reduced Support contact Ratio

My Role and Contribution

Senior UX Designer

 

  • Framing problems to solve
  • Co-design solutions with UI designer
  • Facilitate Design Review
  • Co-write User stories
  • Conduct User test

Business Context

Support Contact Ratio was rampant and always increasing over time. To alieviate that, we were tasked to improve a subset of the Support experience by improving Search Results.

Before

After

Research

Search engine Users’ Insights

  • Lack of page title with Search keywords
  • Missing sorting options
  • Difficult to narrow down results with filters
  • Results’ titles are truncated
  • Tags are confusing, but adds structure
  • Not visual enough for some participants

Problems that were framed

  1. How Might We help players filter/sort down their search more efficiently
  2. How Might we prevent clutter in search results page
  3. How Might We make Search results intuitive and easy to read

Sorted feedback and framed problems

Design solutions

Revamping Search Results Cards

Designing new cards with better visual hierarchy, focusing mainly on the title of the article rather then lengthy description.

Reducing the Number of Filters

Too many filters were confusing users as by the time they would eventually filter, thjey would have probably left the website already.

Changing the layout from a grid to a list

Previous cards’ grid was unhelpful because titles were truncated, and the amount of displayed cards made the whole page look busy without providing a clear support answer.

User testing

We employed the RITE (Rapid Iterative Testing and Evaluation) methodology to rigorously user test our solution.

 

Changes that were implemented following the tests:

 

  • Add a Filter label to the filter row
  • Switch component for filters (from multi-select to single select)
  • Make Sorting by Relevance the default option, so for first iteration use a label instead of an dropdown.
  • Display One line of description (Down from 3)
  • Reduce top banner height
  • Rework page title as Search results for "keywords"
  • Keep the date in the search results

Conclusion

Our meticulous user testing efforts have been instrumental in optimizing the design of the search results page.

 

Through iterative testing and user feedback, we fine-tuned the interface, significantly reducing the time required for users to navigate and find the right solutions. This user-centric approach not only enhances overall usability but also ensures a streamlined and efficient experience.

“Despite following best practices, no design would be complete and fully balanced witohut User tests.”

Hugues Heurley

Senior UX Designer

1 month

Ubisoft Help - Search

Reduced Support contact Ratio

My Role and Contribution

Senior UX Designer

 

  • Framing problems to solve
  • Co-design solutions with UI designer
  • Facilitate Design Review
  • Co-write User stories
  • Conduct User test

Business Context

Support Contact Ratio was rampant and always increasing over time. To alieviate that, we were tasked to improve a subset of the Support experience by improving Search Results.

Before

After

Research

Users’ Insights

  • Lack of page title with Search keywords
  • Missing sorting options
  • Difficult to narrow down results with filters
  • Results’ titles are truncated
  • Tags are confusing, but adds structure
  • Not visual enough for some participants

Framed Problems

  1. How Might We help players filter/sort down their search more efficiently
  2. How Might we prevent clutter in search results page
  3. How Might We make Search results intuitive and easy to read

Sorted feedback and framed problems

Design solutions

Revamping Search Results Cards

Designing new cards with better visual hierarchy, focusing mainly on the title of the article rather then lengthy description.

Reducing the Number of Filters

Too many filters were confusing users as by the time they would eventually filter, thjey would have probably left the website already.

Changing the layout from a grid to a list

Previous cards’ grid was unhelpful because titles were truncated, and the amount of displayed cards made the whole page look busy without providing a clear support answer.

User testing

We employed the RITE (Rapid Iterative Testing and Evaluation) methodology to rigorously user test our solution.

 

Changes that were implemented following the tests:

 

  • Add a Filter label to the filter row
  • Switch component for filters (from multi-select to single select)
  • Make Sorting by Relevance the default option, so for first iteration use a label instead of an dropdown.
  • Display One line of description (Down from 3)
  • Reduce top banner height
  • Rework page title as Search results for "keywords"
  • Keep the date in the search results

Conclusion

Our meticulous user testing efforts have been instrumental in optimizing the design of the search results page.

 

Through iterative testing and user feedback, we fine-tuned the interface, significantly reducing the time required for users to navigate and find the right solutions. This user-centric approach not only enhances overall usability but also ensures a streamlined and efficient experience.

“Despite following best practices, no design would be complete and fully balanced witohut User tests.”

Hugues Heurley

Senior UX Designer

1 month

Ubisoft Help - Search

Reduced Support contact Ratio

My Role and Contribution

Senior UX Designer

 

  • Framing problems to solve
  • Co-design solutions with UI designer
  • Facilitate Design Review
  • Co-write User stories
  • Conduct User test

Business Context

Support Contact Ratio was rampant and always increasing over time, which in part meant that users didn’t easily find a solution to their problem through Self-help articles.

Before

After

Research

Search engine Users’ Insights

  • Lack of page title with Search keywords
  • Missing sorting options
  • Difficult to narrow down results with filters
  • Results’ titles are truncated
  • Tags are confusing, but adds structure
  • Not visual enough for some participants

Problems that were framed

  1. How Might We help players filter/sort down their search more efficiently
  2. How Might we prevent clutter in search results page
  3. How Might We make Search results intuitive and easy to read

Sorted feedback and framed problems

Design solutions

Revamping Search Results Cards

Designing new cards with better visual hierarchy, focusing mainly on the title of the article rather then lengthy description.

Reducing the Number of Filters

Too many filters were confusing users as by the time they would eventually filter, they would have probably left the website already.

Changing the layout from a grid to a list

Previous cards’ grid was unhelpful because titles were truncated, and the amount of displayed cards made the whole page look busy without providing a clear support answer.

User testing

We employed the RITE (Rapid Iterative Testing and Evaluation) methodology to rigorously user test our solution.

 

Changes that were implemented following the tests:

 

  • Add a Filter label to the filter row
  • Switch component for filters (from multi-select to single select)
  • Make Sorting by Relevance the default option, so for first iteration use a label instead of an dropdown.
  • Display One line of description (Down from 3)
  • Reduce top banner height
  • Rework page title as Search results for "keywords"
  • Keep the date in the search results

Conclusion

Our meticulous user testing efforts have been instrumental in optimizing the design of the search results page.

 

Through iterative testing and user feedback, we fine-tuned the interface, significantly reducing the time required for users to navigate and find the right solutions. This user-centric approach not only enhances overall usability but also ensures a streamlined and efficient experience.

“Despite following best practices, no design would be complete and fully balanced without User tests.”

Hugues Heurley

Senior UX Designer

Tooling

Ubisoft Help - Search

My Role and Contribution

UX Designer, Facilitator, Mentor

Team structure

  • UX Designer (me)
  • UI Designer

Research and Test

  • Previous User Test (External)
  • Competitive Analysis
  • Usability Test (Design Validation)

Business Context

Support Contact Ratio was rampant and always increasing over time, which in part meant that users didn’t easily find a solution to their problem through Self-help articles.

Timeframe

Design Complete in 1 Month

Design Process

  • Framing problems to solve
  • Co-creation with UI designer
  • Facilitate Design Review
  • Co-write User stories
  • Conduct User test

Before

After

Research

Search engine Users’ Insights

  • Lack of page title with Search keywords
  • Missing sorting options
  • Difficult to narrow down results with filters
  • Results’ titles are truncated
  • Tags are confusing, but adds structure
  • Not visual enough for some participants

Problems that were framed

  1. How Might We help players filter/sort down their search more efficiently
  2. How Might we prevent clutter in search results page
  3. How Might We make Search results intuitive and easy to read

Sorted feedback and framed problems

Design solutions

Revamping Search Results Cards

Designing new cards with better visual hierarchy, focusing mainly on the title of the article rather then lengthy description.

Reducing the Number of Filters

Too many filters were confusing users as by the time they would eventually filter, they would have probably left the website already.

Changing the layout from a grid to a list

Previous cards’ grid was unhelpful because titles were truncated, and the amount of displayed cards made the whole page look busy without providing a clear support answer.

User testing

We employed the RITE (Rapid Iterative Testing and Evaluation) methodology to rigorously user test our solution.

 

Changes that were implemented following the tests:

 

  • Add a Filter label to the filter row
  • Switch component for filters (from multi-select to single select)
  • Make Sorting by Relevance the default option, so for first iteration use a label instead of an dropdown.
  • Display One line of description (Down from 3)
  • Reduce top banner height
  • Rework page title as Search results for "keywords"
  • Keep the date in the search results

Conclusion

Our meticulous user testing efforts have been instrumental in optimizing the design of the search results page.

 

Through iterative testing and user feedback, we fine-tuned the interface, significantly reducing the time required for users to navigate and find the right solutions. This user-centric approach not only enhances overall usability but also ensures a streamlined and efficient experience.

“Despite following best practices, no design would be complete and fully balanced without User tests.”

Hugues Heurley

Senior UX Designer