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Self Service Technologies

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Subject:  Self Service Technologies
Author:   BrandenFaulls:   view profile | all posts by this author | add to favourites
Date:   10:39:39 26 June 2008
 

Online self service is a tricky area.  I don't know of any specific websites that relate to self service, but you should bear in mind all the key principles of user-centric design. 

Focus on the user's needs throughout and keep your approach simple.  Think of the banking websites that work and those that don't.  Self service sites are applications, instead of microsites, so you have to focus on delivering value to the customer, and therefore the business, through functionality.  Be sure to prototype and test as much as practical to make sure you have what works, even if it is informal, water-cooler testing.

Self service is not marketing, its retention.  So keep the upsell and cross-sell subtle and enhancing to the experience. 

Deploy the minimal functionality to make the site useful and then roll out functionality incrementally.  Consult your users/customers on the functionality that they need. Engagement is key.

Plan your journeys and scenarios and keep the steps to the minimum.

Look to the 37signals sites (Basecamp, Highrise, etc) for some inspiration. While their approach has fallen out of fashion recently, their focus on simplicity is what gained them so much popularity.

Good luck,

Branden Faulls
www.clockworkrobot.co.uk

 

 
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  • Self Service Technologies, Evet, 25 Jun 15:09
    Hi Guy's I have been handed the task of developing the service & Support department. We are a Global manufacturing buisness and my question is with regards to the website. I ...
    • Self Service Technologies, DenisK, 25 Jun 19:31
      Hi Evet, I have not come across any websites giving information on specifically the concept of self-servicing, but generally speaking I think it all starts from the business ide ...
      • Self Service Technologies, Evet, 26 Jun 08:49
        Hi there Denis Thanks for the reply Yes i agree the infrastructure has to be in place first within the business its self, but i just really want to know at tis point what sel ...
        • Self Service Technologies, Db, 26 Jun 09:03
          That is a very broad question. As Evet said, usually you would start by determining what you want to do and then look into the various options available to you. I work for a US ...
    • Self Service Technologies, BrandenFaulls, 26 Jun 10:39
      Online self service is a tricky area.  I don't know of any specific websites that relate to self service, but you should bear in mind all the key principles of user-centric design. ...
      • Self Service Technologies, Evet, 26 Jun 12:04
          Hi Branden Really useful websites for inspiration, which gets the old brain ticking and good advice in general to ponder over. Yes the customer journey is important,so  ...
        • Self Service Technologies, stephfox, 26 Jun 15:30
          Hi Evet, There are a couple of recent trends for customer support we've seen recently which stem from modern development techniques: 1) Q & A style websites: Users support us ...
          • Self Service Technologies, Evet, 28 Jun 17:40
            Hi stephfox Loads of useful information for me to read over and consider, thanks again  for the web links cheers  On 15:30:16 26 June 2008 stephfox wrote: Hi Evet, ...
            • Self Service Technologies, nickwilson, 29 Jun 09:47
              Hi Evet I have some material that you should find useful on online customer solutions including interactive virtual assistants and online chat  solutions, I will put it together ...
              • Self Service Technologies, Evet, 30 Jun 08:41
                Hi Nick Thanks for the information and i look  forward to reading the other material that you will be forwarding me, which i am sure will be useful and helpful. I have come acro ...
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