~~~ Background Research ~~~

• • Before the design and development of helpcentre.lk, we introduced a dedicated phone line to collect user complaints related to digital accessibility in the Sinhala language, while also providing immediate responses over the phone.
  • Before publishing the LLTHC website, the client created a YouTube channel to post tech support videos in Sinhala. However, the target audience was unaware of the channel because of its low visibility, lack of promotion, and absence of a centralized platform.
  • Addressing issues only via phone calls proved to be inefficient and unsustainable as a long-term solution, especially given the repetitive nature of many queries.
  • We analyzed over 25 user complaints collected through the initially established phone call service. These insights helped us identify common frustrations, , and behavior patterns.
  • The data collected from these calls helped us to identify the key pain points, user frustrations and needs. These insights became the foundation for our UX research and helped define the direction and goals of the helpcentre.lk platform.
  • To effectively represent our target users and direct the UX design process using a user-centered approach, we created empathy maps and user personas based on this real-world data.