Customer service is a part of Nutanix DNA, and Nutanix Support Portal is the platform that enables them to provide best-in-class services to their customers, partners, and SREs. This Support Portal covers the entire product stack of Nutanix and provides a seamless and unified experience to users spread across the globe. The support portal covers the entire product portfolio of Nutanix and a single user does not need information about all products. Providing a great user experience is extremely important for any organization and currently, in the portal, there is no service available that gives users a smart and personalized experience. The users access the Support Portal to create a case, troubleshoot, update licenses, software + hardware and access the knowledge base. The portal has monthly active users of approximately 20000. This gives an opportunity and scope to personalize the support experience for internal and external users. The main goal of the personalization project is to deliver content and functionality that matches specific user needs or interests, with no effort from the targeted users. The intent of this project is to anticipate users' needs and provide them with personalized recommendations to bring about a smooth troubleshooting experience.
For the final graduation project, the intent is to apply learnings from the curriculum to real-life products. The student aims to select a product-based company, where she has a chance to learn new technology and work on different projects. Keeping in mind, the specialization in the field of Retail design, she chose a project with Nutanix that centred around their customer support portal where she gets a chance to study user behaviour, research the market and think of a system-level solution.
, Design Research, Experience Design, User Centric Design, User Interface Design