— ROLE

User Research

Prototyping

Design

Planning

Strategy

— SOFTWARE

Sketch

Illustrator

Photoshop

Salesforce Community Cloud

Salesforce Service Cloud

— TEAM

1 UX Designer

4 Software Engineers

1 Project Manager

Challenge:

As part of a university-wide digital transformation, University of Massachusetts IT Services had recently migrated all support operations to Salesforce Service Cloud. The next step was to build a customer-facing website that could reduce support load while improving the overall user experience. As a public academic institution, the environment was highly regulated, with mandatory WCAG 2.1 AA compliance.

Outcome/Solution:

Through user research and story mapping, I identified the most frequent support needs and designed a streamlined, searchable community hub with self-service tools, knowledge articles, and tailored content. The platform centralised information, simplified support requests, and aligned with internal communication goals. 6 months post-launch, the site drove a 25% increase in CSAT and a 30% reduction in IT ticket volume.