The current support section has several legally required sections, such as tariffs and terms and conditions. This page was unstructured. Stakeholders asked me to improve this page, with a key focus on making it WCAG compliant in preparation for the upcoming EU accessibility act.
Situation of the support page before the project
I began by reviewing user feedback collected through modules at the end and side of the page. Many users reported confusion due to the overwhelming amount of information. I also analysed similar pages from other companies and found that their approaches were much simpler. Based on these findings, I wrote clear takeaways and guidelines to guide the redesign. I also ensured that all stakeholder requirements were aligned with these recommendations.
Some feedback from the customers on the journey
Left is the previous sitemap and right the proposed one
Mapping out the existing structure revealed a lot of duplicated and cluttered information. Research confirmed that combining tariffs and terms and conditions was confusing for users. For the first concept, I kept the combined page to minimise development impact. The second concept separated the sections. I created wireframes for both concepts to present to stakeholders.
On another support page, Vodafone uses a dropdown menu, allowing users to select only the information relevant to them. Data from that page showed users were satisfied and found it accessible. However, I suspected that the naming on the tariffs and terms and conditions page was confusing. Due to limited time and budget, I relied on feedback modules, which supported my assumption with comments such as "cannot find what I'm looking for." A one-page layout makes it easier for users to scan and locate information, while still offering quick access through sticky navigation.
Two concepts next to eachother
This project focused on improving a complex support page by making it clearer and fully accessible in line with WCAG requirements. Through user feedback analysis, competitor research, and careful wireframing, we identified and addressed the main sources of confusion. By exploring different concepts and considering both dropdown and one-page layouts, we developed solutions that balanced user needs with stakeholder requirements. The process highlighted the value of simplifying information and prioritising accessibility to create a more user-friendly experience.