RightAnswers Self-Service Demo Design

In RightAnswers, the self-service portal is the platform that customers purchase to represent their help center page. However, at that point, we had a very hard-to-customize portal, which resulted in declining sales. Customers tended not to use the portal and relied solely on the API.

The goal was to understand what customers wanted to see in the self-service portal and to learn more about their usage of it.

Since a self-service user could be anyone, we conducted user research by speaking with field experts, customers who chose not to use the portal and relied solely on the API, and anonymous individuals who knew nothing about RightAnswers and had never used it before.

We identified several issues with the portal and understood what motivated customers to create their own portals.

To justify redesigning the self-service portal—which is a significant project—we aimed to convince stakeholders to implement these changes on the demo sites used by sales to showcase the product to prospects.

 This way, we could assess whether the improvements attracted new users before investing in a complete redesign of the portal.

The user journey was refined through the elimination of unnecessary steps and the addition of needed clarifications, combined with journey-appropriate break steps featuring clearer signposting. This made the user journey much more organic, structured, and constructive.

The features were reorganized and grouped according to their functions, as well as their relevance to the current part of the user journey within the portal. This, alongside UI additions designed to draw attention to key features, ensured that users had convenient access to all the tools that would enhance their experience