Nelnet Business Services
Nomination Details
Nelnet Business Services is excited to be a nominee for the CXone Innovation Award. Through the implementation of a Resource Center serving as a comprehensive information hub, seamless integration with Pendo to streamline user navigation, customized messaging for Sign-in assistance, and intuitive features like Page-level search tooltips and enhanced Search Results guidance, we have significantly optimized our user experience. These efforts reflect a commitment to innovation and customer-centricity. We've also added a full editor training center complete with knowledge checks, troubleshooting tips, and an embedded list of our global variables, making our editors much more efficient.
| Innovation | Impact / Problem Solved |
|---|---|
| Central hub | |
| Resource Center: Custom hub for announcements, release notes, forms, site orientation guides, and more. The Resource Center is displayed on every content page throughout the site. |
The Resource Center allows us to:
We've had 9300 users view the Resource Center 22,000 times in the last 6 months. |
| Access | |
| Pendo: Pendo connects users to HubHelp through landing pages or Learn More links that target specific content. | 35% of users accessed HubHelp through Pendo in 2023 (based on Google Analytics UTM analysis by session source), and over 1300 Pendo guides were live with help content (including links into HubHelp) all without needing developer efforts for custom code. (Pendo is the 2nd leading source of all HubHelp traffic across all products, logging in over 132,000 sessions for the year.) |
| Sign in help: Added custom messaging to help users access custom SSO options. |
Users may believe they have a direct login to HubHelp, but they actually access the site through SSO. We created an automated message that displays when a user types an incorrect username or password. The message directs them to a drop-down menu with authentication options so they can still access the site directly from the sign-in screen. |
| Search | |
| Page level search: Created a tooltip to show users where they are searching. | The tooltip displays next to the search field and displays a dialog box pointing to the breadcrumbs which explains the faceted search feature. This feature has been viewed almost 3000 times in the last 6 months. |
| Search results page: Created a tooltip and guide to help users find better results. |
The tooltip provides a list of advanced search features, such as using quotes or plus signs. The guide walks users through narrowing or widening their search through location and breadcrumbs. |
| Support | |
| Multiple ways to access support contact information | In addition to a floating customer support widget, we've added a link to a customer support page in the resource center and next to the site-level and page-level feedback options. These features have been utilized more than 10,000 times in the last 6 months. |
| Editor Help | |
| Editor tools |
We've added an Editor Tools section to the resource center, which contains:
|
| Content Reuse Flag Displays a visual indicator of the content reuse status for a page. |
We created a custom flag that displays when:
|
| Reporting with Pendo | |
| Community Scoring | We can look at page ratings by group and by time frame. |
| Feature usage | We can see which features users are being used and which are not. For example, table of contents, breadcrumbs, share options, and left menu. |
| Customer Sentiment with Pendo | |
| NPS | We are collecting qualitative feedback from both internal and external users. |
Team
Heather Tipton – Product Owner
Rebecca Turner – Manager - Content Management Hub
Vlad Todor - Online Help & Communication Specialist
Penny Johnston - Web Designer and Developer