Small changes, big impacts

The seemingly small changes can have an outsized impact on a digital experience. Take look at how our Digital Trip Support team at¬†Southwest Airlines¬†recently improved our check in experience to give Customers more context to reduce travel anxiety. These behind the scenes changes don’t always get the fanfare, but they are oh so important

Improving a Knowledge Center

Sometimes it’s the simple things. Our team at work recently asked Customers if our center for commonly asked questions had the correct title. After some usability and competitive research we discovered a simple rebranding would likely help Customers find their answers even better. A simple change in link title from “FAQ” to “Help Center” drove…… Continue reading Improving a Knowledge Center