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IBM Support Portal

4 years ago IBM Product Support consisted of three stovepiped corporate support sites with nothing in common visually or from a user experience perspective. They were all designed and managed by unique business units within the company who had never consulted on a common design before.

My role was to develop a strategic roadmap for the visual and functional integration of those sites into a single, global, accessible, "One-Stop-Shopping" site where a user could diagnose and resolve complex support problems involving multiple hardware and software products.... And still keep users and stakeholders from each organization happy in the process

The first step was an interim site that fielded after 2 years of political coordination and design. The purpose of this site was to be a first step in the final transition to a portal implementation, and to help the users adjust to a new "task/topic" contextual navigation with the least amount of discomfort or disruption.

The final design, rolling out between February and December 2010, has been tested with users from the US, Canada, France, Germany, Ireland, Belgium, Japan and China and has met with great success so far. Please feel free to set up an account and try the site yourself at the link below.

View sample screens from the initial design process

View the live site at http://www.ibm.com/support
(*Best viewed if you create a test account and sign in.)


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