Service portal 2024: focus on user-friendliness  

After just over a year, the VX Self-Service Portal has become fully established. We have made several adjustments in the background, and the teething problems have now been resolved. For 2024, our focus is on increasing user-friendliness further. In this article, you can read about our most important plans in this area and what you will notice as a visitor and user of the VX Self-Service Portal.

Update on the status of the portal
Approximately half of support inquiries are received through the VX Self-Service Portal, while the other half are made via the telephone Service Desk. However, there has been a steady increase in the number of requests made through the portal. On average, users are satisfied with the service portal. During the initial start-up month, satisfaction was slightly lower at 92%, but it has since ranged from 95% to 98%. This is a good starting point for further improvements.

What can you expect in 2024?
The main focus of the 2024 improvements is to enhance convenience and provide a pleasant user experience while using the portal.

• We have received feedback that specific processes on the portal are still cumbersome, with unnecessary clicks and actions. We acknowledge that it could be better, so we're currently working behind the scenes to streamline these individual processes. As a user, you'll notice that in 2024, more and more applications and requests will be handled more efficiently and smoothly.
  
  
• The VX Self-Service Portal will have a refreshed design in mid-2024. There won't be any significant changes in functionality, but the main pages will be updated.
  
  
• As we continue to add more knowledge resources, we aim to improve the process of finding articles and forms. Our ultimate goal is to ensure you can easily find what you're looking for without getting lost in the portal. This is a gradual process to prevent you and other users from having trouble navigating the service portal.

Your feedback is the most critical input for future updates
Your feedback is essential in shaping the VX - Self-Service Portal. Together with other users,
you can help determine which areas we prioritise for updates. So, please share your thoughts and opinions with us. To share your feedback, find the category 'VX - Self-Service Portal' in the categories list at the bottom right.