Let’s Make This Personal: Improving the User Experience on Support Portals Through Personalization

  • Jon G. TempleEmail author
  • Kenn Roberson
  • Paula Nezbedova
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 972)


Information discovery can be improved by personalizing website content to the known attributes of the user. By filtering out content that is likely to be distracting, the chances a user will find the information they need is improved. In essence, you create a person-centric portal that caters to where that person sits, what they prefer, etc. In the following, we will discuss the benefits as well as some of the user experience challenges we had to overcome in order to deploy an IT Support site that leverages this form of personalization to enhance content, search, browse, navigation and system alerts, across the entire web site.


Personalization Individual differences IT support 


Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Jon G. Temple
    • 1
    Email author
  • Kenn Roberson
    • 1
  • Paula Nezbedova
    • 2
  1. 1.IBMArmonkUSA
  2. 2.IBMBratislavaSlovakia

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