Network Solutions
About Network Solutions
Network Solutions delivers critical infrastructure services that make the Internet and telecommunications networks more intelligent, reliable, and secure. Network Solutions provides domain names, Web sites, e-mail, and related products and services to businesses and individuals.
The Challenge
Armed with a list of high priority customer service issues, Network Solutions needed to redesign its Account Manager portal. The redesign effort included a return to the division's pre-acquisition "Network Solutions" brand, as well as a major shift in the way they worked with their customers. Network Solutions decided to change its focus from products or domain names to one that treated its customers in a more personalized way.
The Solution
In addition to redesigning the portal around Network Solutions' new focus on the customer, TandemSeven applied its unique requirements and user research process to uncover key issues with account manager usability. TandemSeven's experience-centered design methodology revealed problems that could be solved easily with an enhanced navigation and look and feel. It also highlighted opportunities to improve service and, in some cases, market to customers while they were on the site.
TandemSeven created several prototypes based on the research and functional requirements, and performed usability tests that drove further refinements.
The Results
As a result of TandemSeven’s work, Network Solutions’ internal technology team implemented the final design, resulting in improved usability and a personalized experience for their customers.