Question
What new features does the new design of the Help Centre have and how do I use them?
Answer
The project’s goal is to enhance the navigation of the Help Centre and increase searchability of our content, ultimately improving our customer self-service score: What are the main changes you will notice? New Home page navigation We will surface our most popular articles on the home page under our top drivers, including videos. This should make getting to our most viewed and useful articles easier for customers. New search results page The search results page has been “stripped down” to improve risk of reader fatigue. Our goal is to only show the most relevant information in the search results whilst also providing a more functional search side bar.
New calendar pages: These pages include important PY, HR and public holiday dates for each region we are active in. They also have separate legal and compliance dates that will show up in bold colours and can be clicked on for more information. In each calendar page we will also link to the more detail EOFY hubs.
Accessible hubs: Due to the success of the more visually accessible EOFY hubs bringing down support tickets we are trialling more hubs to make more subjects more easy to read and access for the customer. This includes our Customer education documentation, new platform or ‘Getting Started’ guides, API docs and the calendar information.
We have updated our relevant Help Centre article to guide customers round the Help Centre more easily.
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