Testing the Information Architecture on Skype

Information architecture for better support

Skype is software that enables the world’s conversations. Millions of individuals and businesses use Skype to make free video and voice calls, send instant messages and share files with other Skype customers. Everyday, people also use Skype to make low-cost calls to landlines and mobiles.

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Skype came to us with a request to conduct user research in order to help the user research team with some insights on how to redefine and inform the existing information architecture on the Skype support website located at https://support.skype.com/.

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We were asked to gather practical insights during user interviews that would inform the taxonomy and information architecture of the Skype support section of the site. We needed to understand the user’s mental model of support content and encourage discussions around cross-listing content. We also needed to explore classifications and groupings of content for the support site with key user groups.

Content audit and field research

We analysed the existing structure as well as the findings from the content audit and field research conducted by the Skype user experience team, and then used this information to establish categories and headings to inform items to be used in card sorting sessions.

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We suggested a testing approach using card sorting to help define and validate the information architecture.

Suggestions and improvements

We identified suggestions and improvements to the site information architecture and taxonomy, based on input from the research, that fed directly back into the Skype user experience team, working on the wireframing and site planning. We also suggested some additional ways of presenting information based on the user’s background and experience on the main landing page and in addition to the existing structure.