University students and faculty want answers fast, without clicking through multiple menus. The challenge is that IT often organizes the portal from its own perspective, rather than approaching it from the view of the user.

A more effective strategy is to incorporate elements of human-centered design, which favors the user perspective. This playbook offers five questions to ask as you aim to provide an elevated higher ed experience, including:

• Whether your support portal is easy to navigate
• Whether you offer ample content on your portal
• How to gain enterprise buy-in for a campus-wide deployment

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