I joined Bluemix in May of 2015 to a new team focused on Discover, Try and Buy. We wanted to figure out how to best get users in the door of the product and make their lives easier in the long run. But one of the biggest annoyances for most of our users was the fact that we lacked adequate means to give them support. Users were not sure on how to contact sales, how to go about submitting a support ticket, nor were they able to understand the external support options.
So that was our first task on our newly formed team, how to make a more delightful, user-friendly way to submit a support ticket, find information on our docs site and the Stack Overflow site, as well as contact support.
Below is where we started, some initial research and wireframes done months prior to me joining the team, sketches on new ideas, and the final results.