Esri Technical Support Website
Delivering the next generation of an enterprise tech support site to help users find answers faster
The Goal
Reduce the amount of support cases submitted by 1%
Because millions of visitors rely on Esri’s Support site, deflecting just 1% of cases Esri saves $100K+ annually. Esri needed to improve the user experience of their Support site to help people find answers to their questions, troubleshoot software issues, and get the latest product patches and releases. Sitting on a legacy CMS, the team also needed to migrate 150K+ pages to Adobe Experience Manager (AEM).
Illustrations
Making tech support approachable
The goal was to visually communicate that the Technical Support site is the best place for Esri’s users to solve complex, technical problems, but it also needed to feel approachable and friendly.
Navigation
Reducing friction to solutions
The old site’s local navigation and in-page tabs often overlapped and conflicted, leading users into frustrating loops that made it hard to find what they needed. We streamlined the experience by removing unnecessary elements and focusing on the critical, task-oriented content users were searching for.
Content and Layouts
Streamlined and consolidated page designs
The old content structure was overwhelming and dense, so we wanted to make the content visually digestible. Knowledge Base articles are a great example of how we streamlined the page layouts.
Support Services
Promoting premium service options
Our premium services are a significant revenue driver, so we created a microsite within the Support ecosystem to better showcase offerings like dedicated Technical Account Managers and 24/7 support.
GIS Dictionary
A custom web app
I designed a custom Node.js application to modernize the GIS Dictionary, giving this trusted resource a fresh take. Check out the live version for some delightful hover interactions.
New Product Pages
A dedicated space for each product
We centralized all critical information about Esri’s 60+ products, including bugs, announcements, and product life cycles into dedicated pages.
Project Details
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Esri’s technical support website was hosted on a legacy CMS, and needed to migrate to Adobe Experience Manager. The goal was to redesign the website while we migrate it to find opportunities where we can streamline the support experience for our customers.
The redesign included:
New personality
Improve navigation and information architecture
Consolidated content
Developed template system for Knowledge Base articles
GIS Dictionary Node.js application
Improved the search and filter experience
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We started in November of 2021 with discovery and requirements gathering. We launched in March 2023.
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Me and one other UX/UI designer tackled the design of the whole site. We worked with dozens of product owners, project managers, front and back end developers, writers, and subject matter experts to bring this thing to life.
Art direction and UI: Me
UXR and UX: Jay Shapiro