by Adrienne Johnson, Technical Writer
The previous website used by ICCM did not have a donor login component. Because of this, I built an online support guide for the customers.
problem + process
No Central Troubleshooting Site
Lack of Documentation - needed for customers who want to troubleshoot issues themselves.
Low Organizational Capacity - Serving customers proved to be overwhelming for an office staff of eight due to there being no newly established processes in place.
Donor Unfamiliar with Using an API - The new API was being hosted on a completely redesigned website that launched at the same time. Not only were the donors unfamiliar with the website, they had not previously used a donor portal with this organization.
I built a user guide for customers hosted on the organization’s website. This help center reduced incoming calls by 25%.
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