UX designers, product managers, and customer support leads
Kicking off a project to redesign a company's online support portal and reduce call volume.
Use cases
About
The Online Support mind map template, containing 61 nodes across one sheet, provides a structured framework for UX teams to plan and execute a support experience overhaul. It covers three major branches: Scope, UX Activities, and Current UX Issues. The Scope branch defines project goals such as implementing eGain to impact contact centre traffic, while UX Activities outlines a framework including creating a user model and wireframes for a CKB (Content Knowledge Base). Current UX Issues highlights problems like users favouring phone support due to findability and comprehension issues, and inconsistent help navigation. This template serves as a strategic planning tool for improving online support systems.
Terms and ConditionsWhen to use this template
UX researchers and content strategists
Conducting a UX audit of existing help resources to identify findability and comprehension issues.
Information architects and technical writers
Planning the integration of a knowledge base (CKB) into a multi-site support experience.
How to use this template
Step 1
Launch and Define Project Scope
Open the template in Xmind and review the Scope branch to establish your project goals and target sites.
Step 2
Execute UX Design and Analysis
Utilize the UX Activities and Current UX Issues branches to design wireframes and identify existing usability problems.
Step 3
Customize and Finalize Project Data
Tailor the template to your specific needs by adding personal data, notes, and attachments to the existing nodes.
Frequently asked questions
The template includes 61 nodes across one sheet, organized into three main branches: Scope, UX Activities, and Current UX Issues. It covers project goals, UX framework steps, and common usability problems.
Start by reviewing the Scope branch to define goals and constraints, then follow the UX Activities branch to create a user model, assess IA, and design wireframes. Use the Current UX Issues branch to identify and address existing problems.
Yes, you can open the .xmind file in Xmind desktop or web and customize all nodes, add new branches, and modify the structure to fit your project.
The template lists eGain and current web architecture as technical constraints on information architecture, and notes that mobile sites are not in the short term but will need integration later.
The Current UX Issues branch highlights that users can get lost on drill-down and cannot easily chain or navigate sideways. The UX Activities branch proposes creating wireframes and a new organisation to solve this.
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