Dell Support

The Dell Support Home Page Personalization project focused on enhancing user experience by personalizing the support homepage based on customer data. Previously, all visitors received the same content and navigation options. The project aimed to leverage customer information to tailor content and navigation to individual needs, thereby reducing clicks to resources and improving customer satisfaction, effort score (CES), and task completion rates. The intent was to improve usability and efficiency for both consumers and enterprise visitors, creating a more intuitive and responsive support experience.

 The Problem

The primary issue was the lack of personalization on the Dell Support Home Page, leading to a generic experience for all users, regardless of their unique needs and histories with Dell products.

 Customer Insights

Through customer surveys and feedback, the team discovered that a significant portion of users would appreciate and engage more with a personalized support experience. This insight was critical in shaping the direction of the project.

 Our Solution

The team developed a personalized home page experience, which utilized customer data to tailor the content and navigation. This approach aimed to make the support process more intuitive and efficient, reducing the number of clicks needed to find relevant resources.