OverviewMy task for the summer was to figure out ways to increase traffic to My Support Dashboard on Nintendo's Customer Support website, a service which helps customers troubleshoot issues on their Nintendo Switch game devices. Through research, exploration, and some guidance I came up with four different solutions to increase conversion.
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Use Cases
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Constraints
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🤔
I was initially confused on the purpose of MSD
There wasn't really anything in depth explaining what the service was and why it might be useful for someone. As a user, I probably would have never signed up for it either for this reason - so this would mean my proposed designs could be more informative.
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🎞️
There were no photos, minimal graphics on the site
There were only a few Nintendo IP’s, though, the team was moving away from them all together because of new restrictions. With this, I knew the site had the possibility of feeling very text heavy so I wanted to figure out a way to bring some life into the page.
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🎭
Voice of customer support was different from main site
The main site was very colorful and light, while this site was a lot less colorful and more serious. This was important for me to understand so I was careful to design something that'd be fitting for the support pages specifically versus Nintendo as a whole.
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🚸
Most overall site traffic came directly from search engines
Customers would start their troubleshooting on google for example and end up directly on a solution within the website - which told me that the home page had very little traffic. I originally thought that might be a great place to add a design but it turned out to be the opposite of my assumptions.
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🚦
MSD traffic came from those already on the website
Customers didn't typically find MSD from search engines or elsewhere, they were coming from random places throughout the site. Not too many people would discover/understand the service unless they were in a place on the website that had information about it (which was very hidden in an article).
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🙍
MSD visits in were in the bottom half of all site traffic
While it was clear to the team that people were not using the service because of the number of sign ups, the analytics made it clear that people weren’t really clicking on the service at all. It was clear there had to be more information throughout the site to encourage people to click on it more.
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🖼️
Bring life to page
Some people on the design team desired things that brought the website to life like photos, patterns, etc, the page was lacking them.
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🎨
Try a banner design
My manager was interested in seeing a banner design with language around personalization to capture people's interest.
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📏
Create something familiar
The team wasn't looking to reinvent the wheel they wanted something familiar simply because they just didn’t have the time or hands for much else.
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