Rogers Support

As a UX Designer on the Digital Optimization team at Rogers Communications, worked on several tests and implementation projects on the support section of Rogers.com. This project was originally a qualitative research project, which had positive results, and thus given to our team for qualitative research. Our project goals were to improve CTR of Support Lines of Business pages and Support Hot Topic Articles using a new layout. The test metrics were CTRs on all the support links and the search button.

The results were a traffic drop to the Support Lines of Business pages (LOB) and an increase in traffic to the Support Hot Topic Articles. Positioning of the Billing/Accounts did have a negative 50% drop on traffic.

We recommended that the LOB links changed to buttons and that further testing of the placement of elements needs to occur. The design was taken back to another stage of qualitative user testing after finding the negative impacts in the A/B quantitative testing.

Contact

Email: mike@mikelinnik.ca