Not-for-profit certification board steps up to streamline customer experience
The National Board for Certification in Occupational Therapy (NBCOT) is a not-for-profit organization issuing certifications for the occupational therapy profession. NBCOT also works with state regulatory authorities and employers to provide information on credentials, regulations and certification renewals.
NBCOT already had a website and customer portal, but its systems were not integrated and information was not centralized. As a result, customers had to go to multiple places to complete a single task. The client wanted to consolidate all of their websites onto a single Sitecore platform, add robust commerce functionality, and integrate with the student profile in CRM for a more streamlined user experience.
In addition to the more technical aspects of the project, RDA discovered that additional design work would also be needed. Prior to RDA’s involvement, NBCOT engaged a firm to establish the visual aesthetic for the new website, and received eight to ten templates to guide the work. RDA carried the design effort forward and developed over 130 Sitecore renderings to capture all possible page configurations.
RDA enabled uCommerce for the new NBCOT site, and integrated what previously had been two separate sites (one for information about certification materials and services available for purchase, and another for actually purchasing them). RDA also made it possible for non-technical staff to configure product and service bundles available for sale.
RDA simplified multiple registration processes as well, handling them through a series of secure self-service forms that are customizable by the client’s site administrators. Additional services, like transferring state notices, have been added to the site in order to reduce the need for manual administration efforts.
The visual changes incorporated in the new site bring a more modern look to NBCOT, and also makes the site more mobile friendly. The information architecture is simplified and easier to navigate, too.
NBCOT’s new site launched in September of 2017. With systems integration and a new, more robust CMS, the client is better equipped to communicate with its multiple audiences. Those audiences will have a much more streamlined user experience as well, prompting fewer calls to customer service.