In this case study, I will explain step by step how I’ve designed the Help Centre feature for Care Management desktop app.
Design a Help Centre that helps customers effectively to use newly designed desktop app and easy to find an answer to any questions that is related to the system and business.
Help Centre primary purpose is to reduce internal customer services calls.
To build realistic user stories, I’ve used an excel sheet with real questions and problems from our customers, provided by customer services department.
Bellow are a couple of questions examples raised by our customers:
Using help from the marketing department, I’ve described the persona.
Also, I’ve categorised the problems and questions of our customers.
Using previous user testings and survey results, I’ve created a chart of preferred interaction methods and the possible type of content for the new Help Centre.
After brainstorming exercise, I’ve categorised the notes, and come up with the structure of content.
I’ve started model the path that the user will take to find the help or answer.
Knowing the user flow, I’ve started sketch ideas on how can look the Help Centre. I split the Help Centre feature into two parts: Help Centre Sidebar and Main Page of Help Centre. Help Centre Sidebar purpose is to find an answer for actual page. The goal of the Main Page of Help Centre is to present more information for overall Care Management System app.
I’ve tested with five participants. As measurements I used the following:
Based on user testing results, I have made the following changes
After second user testing I’ve improved Help Centre Main Page, including quick action buttons: “Get started,” “Suggestions”, “Ask questions,” “Book webinar”; Also, I’ve reduced the top part to win more space for content in the middle.
It was fascinating all visuals convert into HTML templates. I’ve worked with a team of two talented front-end developers. Also, I was responsible for quality assurance to make sure that HTML templates look precisely the same as designed visuals.
I've learned how to manage a team of two developers efficiently. It was an inspiring journey.
I've started collecting the data on how performing the Help Centre feature. After I get enough numbers of analytics, I'll share with you more details about the outcome.