We recently redesigned the Veritas Support website with one customer in mind—you—and it’s a project several years in the making. We embarked on this journey with a collection of Veritas customers and partners, seeking to better understand when and why you need help with Veritas products, and how you prefer to receive help.
We partnered with Veritas user experience research and design teams to ensure the approach addresses today’s dynamic customer needs—you can accomplish your goals whether you’re on a laptop, tablet, or phone. Every page has been redesigned to allow you to accomplish your Veritas-related support goals with greater ease. And while we realize adjusting to a new website requires time, we hope our modern design is something that provides immediate gratification and ease for you. That said, we still have a lot to learn—please don’t hesitate to provide feedback here.
The new Veritas Support website features three substantial improvements.
We’ve incorporated design patterns from Google’s Material Design for improved familiarity, as many websites across the globe use these best practices. We’ve simplified access to the parts of our website you use the most and eliminated pages that have proven to be unnecessary. We’ve redesigned with small screens in mind first—but if you don’t use small, you’ll find just as much value if not more from the additional screen space.
Examples of improvements to the design:
Many vendors put Support content behind a login. And while there may be some content and capabilities for which you do need to log in, we will always have an open approach to finding Veritas Support content. Many of you start looking for what you need by searching in Google. With this user behavior in mind, we hope you find exactly what you need when you land on Veritas Support, but feel confident the improved Search experience boosts this possibility.
We’ve also invested in improving our search engine accuracy. Our new search engine includes artificial intelligence based on your interactions; over time, it will get better and better. Behind the scenes, we’ve also improved our employee search tools and content editing capabilities to ensure that, in addition to helping you find what you are looking for, our content will be as easy to read, impactful, and as succinct as possible.
Examples of improvements to Search:
While we realize you would prefer to learn about and solve problems with our products on your own, we also realize there will be times when you need to engage the Veritas Support team. Whether that is help with administrative things (like account/profile updates, billing, or orders) or technical support, we want you to easily and accurately send us your request and get you to the right resource to resolve your request as quickly as possible.
We have completely redesigned our case management capabilities from the ground up. For this functionality, you are required to log in. Based upon your identity, we can ensure you are entitled to receive Support, but also so we can streamline your online experience.
Examples of improvements to case management:
We’re hopeful the changes made to the Veritas Support website prove to be beneficial. And please remember, we welcome your feedback—we are listening, and want to learn from you. We realize the Support website still isn't perfect. We are making improvements every month, and there are several large projects coming that will help you even more. As soon as those are more defined, we will share them with you!
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