SaaS Mobile Help Desk
I have created over 200 pieces of content for a SaaS fintech company as the principal product content designer. Below is a selection of my work that highlights my ability to develop clear, engaging, and actionable content for various user needs. Please click on the link to view the article on the web. My other work is NDA protected.
Mobile Help Library
I have created over 200 pieces of content for a SaaS fintech company as the principal product content designer. Below is a selection of my work that highlights my ability to develop clear, engaging, and actionable content for various user needs. Please click on the link to view the article on the web. My other work is NDA protected.
Problem Statement
User adoption of the mobile app was slow, partly due to the lack of help resources.
Background
I am the sole product content designer of a cloud-based Human Capital Management (HCM) fintech platform established to streamline payroll and HR processes for small to medium-sized businesses.
Objectives & Goals
To design a user-friendly mobile app help library that effectively supports users by providing easy access to help articles, FAQs, tutorials, and support channels.
User Accessibility: Ensure that users can easily find and access help resources. Comprehensive Content: Provide a wide range of help topics, including articles, FAQs, video tutorials, and direct support options. Intuitive Navigation: Develop an intuitive navigation system that allows users to find information quickly. Engagement: Encourage users to interact with help resources and provide feedback for continuous improvement. Consistency: Maintain a consistent design and tone that aligns with the overall app experience.
With the increase in mobile app usage, users frequently encounter issues or have questions that require quick and efficient resolution. Our goal is to enhance the user experience by creating a help library that minimizes frustration and improves user satisfaction.
Design Process
1. Content Strategy:
- Define Objectives: Established clear objectives for the help content, including improving user self-service, reducing support ticket volume, and enhancing user satisfaction.
- Audience Analysis: Identified the target audience’s needs, including common issues, technical proficiency, and preferred content formats (e.g., text, video).
2. Content Planning:
- Topic Identification: Compiled a list of essential help topics based on user research and feedback. Prioritized topics such as "Getting Started," "Troubleshooting," and "Account Management."
- Content Outline: Created detailed outlines for each topic, specifying key points, common questions, and necessary steps or procedures.
3. Content Creation:
- Writing Style: Developed a clear, concise, and user-friendly writing style that matches the app’s overall tone. Ensured content was jargon-free and easy to understand.
- Visual Aids: Integrated screenshots, diagrams, and video tutorials to complement text-based instructions and enhance clarity.
- Consistency: Maintained consistent formatting and terminology across all help articles to ensure uniformity and coherence.
4. Content Review:
- Internal Review: Conducted internal reviews with the design and development teams to ensure accuracy and relevance of the content.
- User Feedback: Piloted content with a small group of users to gather feedback on usability and effectiveness. Made revisions based on this feedback to address any issues.
5. Content Management:
- Content Management System (CMS): Implemented a CMS to organize, update, and manage help content efficiently. Ensured easy access for content updates and additions.
- Version Control: Established a version control process to keep track of content changes and ensure users always have access to the most up-to-date information.
Research
Reviewed Google Analytics of mobile app usage
- Users often struggle to find specific help topics.
- There is a demand for a search function that provides relevant results quickly.
- Users prefer visual aids such as videos over text-heavy instructions.
- Quick access to customer support is crucial for user satisfaction.
Information Architecture
Content Organization:
- Categories: Group help resources into clear categories such as "Getting Started," "Troubleshooting," "Account Management," and "Advanced Features."
- Search Functionality: Implement a robust search feature with filters and auto-suggestions to help users find relevant information quickly.
- Popular Topics: Highlight frequently accessed topics and trending issues on the home screen.
- Support Channels: Include direct links to customer support options like chat, email, or phone support.
Interaction Design
- Simplicity: Use a clean and simple design to reduce cognitive load and make navigation intuitive.
- Visual Hierarchy: Utilize headings, subheadings, and bullet points to create a clear hierarchy of information.
- Consistency: Ensure that the design aligns with the app’s overall style, including color schemes, fonts, and button styles.
UI
Iteration and Implementation
Final UI Screens
The development of the mobile app help library focused on creating a user-centered experience by addressing common pain points and incorporating user feedback throughout the design process. The result is a help library that effectively supports users, improves accessibility to help resources, and enhances overall user satisfaction with the app.
Results & Takeaways
- Analytics: Implemented tracking to monitor user engagement with the help library and identify any areas requiring further improvement.
- User Feedback: Continuously collected user feedback through in-app surveys and support channels to refine and enhance the help library.
