The Helpdesk has been developed in response to the need for improved communications and identified as a part of The Pony Club’s recent Strategic Review, forms a part of plans to improve resources to better meet the demands of its volunteers.

The Helpdesk comprises three elements, each devised to aid the exchange of information; a ticketing system enabling users to raise queries, and a knowledgebase including frequently asked questions, backed up by a *live support system allowing users to communicate directly with a Helpdesk Operator. Users can submit queries via a ticketing system that can be accessed by email, for a response direct to the users inbox, or online where users create an account allowing them to monitor the status of their tickets.

Mary Tuckett, Chairman of The Pony Club comments “The Helpdesk is both a really useful and topical way to answer our volunteers’ and also our Members and parents questions, helping them access the information they need in a timely manner.”

In additional to the Helpdesk, a refreshed design for The Pony Club website has also been rolled out, following on from the recent update which saw www.pcuk.org optimised for mobile browsing; a move that has seen mobile traffic towww.pcuk.org increase by nearly 25%!

The refreshed design and redesigned interface aims to improve both navigation and user experience, and is the first stage of a two phase plan following the feedback from focus groups and web analytics.

“We knew that some found the current version of www.pcuk.org hard to navigate” comments Michael Burke, Systems Developer for The Pony Club, “and this was a problem as it meant some people could not locate the information they needed, and some also found the general design of the website a little too young”.

With the findings in mind, the www.pcuk.org navigation has been stripped down to seven core sections based around the most ‘searched for’ areas of the website. Inside these sections the links are now more explanatory, with a ‘quick preview’ of the pages and content within them in order to speed up and enhance the user experience. There is also a more robust search facility, allowing users to “Find” a Branch or Centre, or to “Search” The Pony Club network of websites.

The second stage of the update will look to develop the underlying system, further improving search functionality as well as search engine performance, and speeding up page loading times.

“www.pcuk.org serves three core groups of people in our Members, Branches and Centres and also those who are new and want to participate” comments Michael. “Designing a website that serves these three very different groups of people is not the easiest task, but we feel we have taken a really positive step forward with these initial changes”.

Judy Edwards, Chief Executive of The Pony Club, adds “We are delighted to be rolling out both the Helpdesk and the redesigned website, which I am sure, will both give enhanced help and support to all who visit them.”

The refreshed website is online now at www.pcuk.org and the Helpdesk can be accessed viahttp://help.pcuk.org