Nelnet Business Services

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Nomination Details

We are honored to be considered for the award recognizing leadership in CXone Expert site utilization. Improving our site usage and satisfaction drives our business objectives and the prioritization of enhancements in our knowledge base.

In the last year, we've had four overarching objectives:

1. Streamline the content to improve navigation and search

    a. Content and hierarchy changes
    b. Combine internal and external articles
    c. Update content to optimize for AI search

2. Improve feedback results
a. Increase the visibility of ratings and feedback widget
b. Provide links to support and communities in the feedback area

3. Site refresh and clarity
    a. New color palette and navigation icons
    b. Add navigation elements for learning paths
    c. Simplify and redesign SSO options on the sign-in screen
    d. Transition editors to SSO and remove direct logins
    e. Table of Contents moved to a side tray that remains visible when the page is scrolled

4. Implement Gen AI search
a. Internal testing complete
b. Ready for beta testing with groups

Business Objective	Action Taken	Details
Improve search and navigation	Content and hierarchy changes	• Reduce the number of categories and subcategories • Combine content into a multitabbed guide structure • Style and restrict visibility to internal-only tabs in guides • Clearly label internal content in the title or summary so it is identified in search results
Reduce duplicated content	Combined internal and external content	• Add conditional content to articles when possible • Update style for conditional content to improve visibility • Combine multi-departmental job content under one internal category
Increase content ratings and feedback	Improved visibility of ratings and feedback container	• Ratings and feedback option pinned to the bottom of the screen so it is always visible • Included collapse functionality, which is not available out of the box
Improve the relevance of documentation feedback	Provided alternatives to feedback within the feedback areas	• Options button for page and site-level feedback: ◦ Contact information for support ◦ Link to product feedback
Reduce sign-in confusion	Simplified and redesigned SSO options on the sign-in screen	Removed unnecessary design elements Converted the SSO drop-down menu to stacked buttons Clearly labeled each button so users know which credentials are expected
Reduce the number of internal users accessing the site with a direct login	Added editor group assignment to existing SSO	• Created a security group in our company system for editors • Reviewed and updatedall pages in the site that had access assigned to individual user accounts • Inactivated direct logins after we verified that editors had appropriate access through SSO
Make Learning Path navigation intuitive	Updated navigation elements	• Displayed "View pages" text along with the plus sign wherever learning paths are displayed • Style changes to custom navigation when viewing a learning path
Refresh the site to align with new brand guidelines	Changes to the color palette and element display	• Reduced overall size of category/guide image container • Reduced font and spacing in guide view • Hid the article type icons in the guide view • Hid thumbnails in category detail view for a simplified display • Updated the colors for header,links, buttons, and custom templates
Increase visibility and usage of Table of Contents	Designed a side tray Table of Contents	• Problems identified with old TOC: TOC pushes down some elements instead of wrapping them, such as images and tables TOC may not display when the user scrolls past the length of the TOC • Designed new TOC: Slides in and out from the right side of the screen TOC content scrolls with the user, so it's always visible
Improve navigation for guide tabs	Created a tool to generate authenticated URLs for specific tabs within a guide	• Associates needed to send a link to customers that targeted a specific tab in a guide rather than an individual article or general guide view • Link needed to include authentication requirements (deep linking) • Created tool in a page template and embedded in the resource center (Pendo)
Implement Gen AI search	Enabled ExpertAI in the live site for pro members	• Initial testing completed with pro members • Content updates for AI optimization New format for page summaries on videos Add or refine headings to segment content within an article Ensure icons in an article include text, not just the image Ensure full navigation is restated throughout the content so AI has full instructions in selected kernels • Updates to persona configuration • Removed PII limitation • Ready for beta testing once group-based access is available Pendo guides will provide best practices for asking questions and refining results. Pendo will capture additional feedback if the user indicates the response was "not helpful"
Improve access to knowledge base content from community sites [IN PROGRESS]	Improve access to knowledge base content from community sites [IN PROGRESS]	• Implement a touchpoint in our community platform with silent authentication ◦ Allow search and read functionality within the community platform

Team

Rebecca Turner – Manager III – Training and Content
Vlad Todor – Manager II - Product
Heather Tipton – Product Owner II – Marketing Technology
Jose Velasquez - Marketing Front-end Developer