My awesome colleague Lauren Tormey wrote this blog post about a brilliant project she’s been involved in. She has been collaborating with our Information Services Helpline to reduce unnecessary support calls by iteratively improving content with a regular cycle of usability testing.
> Over two summers, we had done work to improve content related to getting a student ID card. This was another case of turning long pages with giant paragraphs into concise step-by-step pages.
>
> From July to September 2017, the IS Helpline received 433 enquires related to student cards. For this same period in 2018, they received 224, so the figure nearly halved. I repeat: halved.