NCR Knowledge Base
Case Study Overview
NCR is a company that provides Point of Sale (POS) systems. It’s the #1 provider for retail and hospitality. The project objective was to create a knowledgebase for level 1 and level 2 support topics to help reduce the amount of support tickets.
The Project Scope
Platform: Desktop Website
Timeline: 10 Days
Tools: Sketch, Google Sheets, Keynote, Dry Erase Board, Adobe Illustrator
My Role: This was a team project. My role included helping in conducting research to find the proposed problem and solution. I also worked on the sketching and final design for this project. The ‘Methodologies Used’ has a more detailed list of the work carried out in each phase of the process.
Photo by Oscar Nord on Unsplash
What’s in scope for the design:
Level 1/Level 2 Support
Knowledge articles as support. Proactive instead of reactive
Support focused on external users (Example: customers of POS systems)
What’s out of scope for the design:
AI Chatbot/Live Chat
Community Forums
Advanced Search
Knowledge Base Previous State
Icons from The Noun Project
Knowledge Base REDesign
Here is the state of the knowledge base we delivered. Here are some of the screens from the project. The knowledge base has a separate home page that is accessible from the main NCR website. This is also an example of an article and gated article page.
The Research
Process
User Interviews
To get a better understanding of the problem, we identified internal and external users, read reviews, and conducted a comparative analysis
User Images from Unsplash
Comparative Analysis
Affinity Map
Problem Statement
NCR’s siloed resources make it difficult for customers to access information and challenging for subject matter experts to deliver and manage content.
Solution Statement
Our proposed solution is a centralized knowledge base for external users to self-service support. This will also empower internal teams to implement a governance process for support and technical documentation.
Features included in MVP
Tagging (internal)
Tagging (external)
Geo-fenced articles/data
Multiple results filtering options
Multiple results filtering options
Managed publication date
Feedback loop
“Did this help?”
Easy to find contact information
Iconography categories
Support directly imbedded in main nav
Sign-in for enterprise support