VNA Helpdesk
1. Project Overview
A Helpdesk Center is a special place where people can go for help when they have a problem or question. On an airline, the Helpdesk Center is where passengers can go or call if they need help before, during, or after their flight.
Having a Helpdesk Center on an airline is important because it helps passengers get answers to their questions or solve any problems quickly. This makes the flying experience better for everyone and helps the airline provide better customer service.
2. Problem Statement
Confusing Interface: The Helpdesk Center can be confusing or difficult to use, which can make it hard for people to get the help they need.
Difficult Navigation: The website can be difficult to navigate, with confusing menus or unclear labels, which can make it hard for passengers to find the Helpdesk Center information they need.
Poor Mobile Optimization: The website may not be optimized for mobile devices, making it difficult for passengers to access the Helpdesk Center information they need on their smartphones or tablets.
Lack of Accessibility: The website may not be accessible to passengers with disabilities, such as those who use screen readers or have mobility impairments.
3. Challenges
Organizing a lot of information in a user-friendly way.
Ensuring accessibility for all passengers, including those with disabilities.
Providing multiple contact options while keeping the website organized.
Maintaining consistency and accuracy of information across all pages.
4. Design process
Research and gather information.
Plan the website structure, layout, and features.
Design wireframes and prototypes.
Dev handoff
1
qatarairways.com
klm.com
emirates.com
2
Solution
1. Breadcrumb:
A navigation tool that helps customers find their way around a website. They are located at the top of the page and show the customer's current location on the website, as well as links to previous pages. This makes it easy for customers to find their way around the website and get the information they need.
2. Process:
Topic: This is where customers can find answers to frequently asked questions
Request for help: After selecting a relevant topic, customers will be presented with a list of common questions.
VNA Support: Provide detailed and easy-to-understand answers to assist customers
3. Other Topics:
If you need help right away, you can contact Vietnam Airlines through the following channels.
