CyberSource - a Visa company required along with sister company Authorize.Net, a redesign and restructure of its Support Center. The legacy system for delivering support resources and requesting support was built on an Oracle platform. The new support centers were to be built on a SalesForce platform requiring migration of all data and legacy support tickets while repurposing the entire UI to persuade users/customers to locate support information independently. Goal was to reduce most unneeded support requests by improving search capabilities for content and organizing and presenting content into main topics.
I continued with research started by my team while I was onboard on project and took over all UX and Visual design tasks. I managed the design and UX process, providing both teams with a parallel user experience flow with brand differences and custom templates for specific support case types.
