Fortinet

Fortinet, a computer and network security provider, contacted Normal Modes to conduct a usability analysis of their support website to identify reasons for heightened calls to their phone and chat support centers. Also requested were recommendations for reducing call center volume while maintaining a high level of customer support and satisfaction.

The Process

Heuristic Analysis

We evaluated the service and support areas of Fortinet's website over multiple topic areas, including:

• Navigation
• Content organization
• Text appearance
• Page Layout
• Overall usability standards, like ease of data entry, number of clicks to complete a task, etc.

User process flows

We mapped out specific user process flows, and identified opportunities for streamlining processes. We delivered to Fortinet not only flow charts and scenarios – we also provided detailed screen capture video to illustrate the actual processes as a user sees them.

Conclusions and recommendations

When you put in the effort to do a deep analysis of an enterprise website, you're going to wind up with a lot of data to digest. So, while individual findings and deliverables were packaged for Fortinet, including detailed flow charts, videos, and very granular heuristic evaluation, we also developed a high-level summary for executives and IT managers that pulled together the most important issues and recommended solutions.

The Outcome

Our analysis identified several key opportunities and methods for improving the user experience in Fortinet's support site - ranging from design changes to architecture and process changes. We prepared an executive summary that explained the business impact of key usability issues, and outlined specific, actionable recommendations. Then, we delivered the summary directly to the CTO that clearly prioritized those recommendations with Fortinet's business needs and requirements considered prominently throughout. We also delivered a detailed document designed for the Fortinet development team to work through page by page to resolve issues.