Customer Experience
I was employed by EdTech entrepreneur Alastair Price to rebrand iSAMS. Alastairβs mission was always a simple one β to create the leading web-based management information system (MIS) for schools worldwide. Hereβs a breakdown of my rationale for restyling the customer service websites.
Network
iSAMS had a network of customer service websites, including a support centre, a community platform, a developer resource, a third-party marketplace, an ideas forum and an e-learning zone. These sub-domains could only be accessed by schools who registered for an identity account, which was powered by Salesforce.
As a base content management system, iSAMS used an enterprise version of Zendesk. For any functionality that Zendesk didnβt offer, additional third-party products were utilised.
I was tasked with styling 10 separate websites and creating a consistent experience throughout. This included all wireframes, prototypes and browser testing.
Consistent Headers
The founder of iSAMS was a stickler for consistency, so I created a header template for use across all customer service websites. The network was considered as a whole, including all responsive breakpoints, the global navigation and menu interfaces.
Consistent Footer
To make it easier for schools to navigate the network of customer service websites, I designed a consistent footer that was present on all URLs. This displayed the menu structure for that particular site, alongside the most important services and social media profiles. It also drove traffic to specific categories of the company blog and highlighted key associations.
Mobile Experience
As part of the design process, we made sure the mobile experience was at the forefront of all considerations. Rather than focusing on a device-driven solution, we created a fluid theme from 1440px wide right down to 375px wide. Each site had a primary colour applied to it and this was most evident when viewing the mobile menu. The main focus of these customer service websites was a quick load time and consistency across all browsers.
Marketplace
Due to the data and sensitive nature of the customer service websites, thereβs only a handful of screens I can display on my portfolio, but Iβve chosen the marketplace homepage to demonstrate the combination of photography, typography and illustration. As with all sites, both internal and external, I used the same fonts throughout to reinforce brand personality.