Nelnet Business Services

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Nomination Details

We are honored to be considered for the award recognizing the transformation of our CXone Expert site and the positive
results we've seen.

In the last year, we have completely transformed the structure of our content and implemented enhancements to our site
navigation and display. We use Pendo analytics to track behavior changes for user interaction features, such as clicking
a navigation element. For changes that cannot be tracked, we solicit user feedback.

Here are the focuses:

1. Improve quality and quantity of content
2. Make navigation elements more intuitive
3. Increase visibility and usage of ratings and feedback
4. Prepare the site for AI search

Feature	Description and Results	Display
Learning Path Display Update	The default expand feature for learning paths wasn't as intuitive as we wanted it to be for our users. There was already a "View Pages" option, but it was hidden! We unhid the option and added button styling. Results: Users report the experience is more intuitive. Increased usage of the navigation element overall.
Internal Only Tabs	We wanted to include both internal and external content within a guide, but the "internal only" tab displayed to all users, even though they couldn't see the articles in that section. We added JavaScript and CSS to hide the tab from external users and style it to make it stand out for internal users. Results: Internal stakeholders appreciate the ease of consolidation of content in guides. The tab style is intuitive for internal users and is driving usage
Table of Contents	Due to content reorganization, the Table of Contents is critical for users to navigate to relevant sections. We wanted the TOC to be more visible and remain visible while the user scrolls down the page. We chose to keep the TOC on the right side of the screen as we already have a custom site menu on the left. We implemented a Pendo guide to alert users to the new TOC display. Results: Link clicks within the TOC have increased an average of 20% for our external users. Clicks to expand and collapse the TOC have gone down an average of 40% across all users. With these two metrics, we infer that more users leave the TOC open while reading content and utilize the TOC navigation.
Pinned Feedback	Based on the "average scroll on page," it was clear that many users simply did not see the rating and feedback options at the end of articles. We pinned our feedback bar to the bottom of the page so it was always visible regardless of how far the user scrolled. Results: 65% increase in overall ratings the quarter following implementation and 146% increase in "yes" ratings for that quarter. We also saw a 55% decrease in sitelevel feedback compared to the same period the previous year since users could more easily provide feedback at the page level.
Hierarchy Changes	We revised the content hierarchy to reduce the number of categories by utilizing tabs in guides. Results: Since search is faceted on our site, the hierarchy changes allow users to get better results. Previously, users could navigate too deeply into nested categories, causing the search results to be too limited.
Content Reduction	We revised our content to combine internal and external content into the same articles. Results: • Reduce duplicate content and content maintenance. • Reduce the number of articles users must review to find answers. • Streamline the overall organization of content for product/service-related content vs. job-related content.
AI Search Optimization	We've changed our content creation processes throughout testing and updated existing content to improve AI search responses. We've also tweaked the Persona configuration to deliver more accurate and relevant results. We have begun rolling out best practices for AI search optimization for internal editor training. Our knowledge base includes 130+ editors who create internal content. We will use Pendo to capture additional feedback when the AI response is flagged as not helpful. Results: We are ready to begin beta testing AI search with internal users once the capability to provide access by group is available.