NBC – Integrated search
Client: Northern Beaches Council
Role: UX Designer (contract)
Project Overview
To enhance self-service fault resolution and reduce service centre calls, there was a need to implement integrated search across the Council website and Salesforce CRM, which operate on different platforms.
Key Contributions
Wireframe Development:
Created wireframes for an integrated search solution that would span both the website and the CRM system.
Search Features:
Incorporated auto-correct and auto-suggest prompts to assist users in formulating accurate search queries and minimise errors.
User Testing:
Conducted guerrilla-style user testing across the business to determine the most effective order for displaying search results, ensuring the search function met user needs.
Outcome
The integrated search solution aimed to improve self-service capabilities and reduce reliance on the service centre by providing users with more accurate and helpful search results.
