Revamping the Support Center for Enhanced User Experience
Users were struggling to locate appropriate documentation for using the platform, hindering their ability to effectively engage with the software.
Strategic Approach
To address this issue, my team and I undertook a comprehensive overhaul of our support center.
Quick Tutorial Videos
We discovered that users struggled with the vendor addition step during onboarding, which was a significant barrier. To address this, I collaborated with the support, onboarding, and product teams to create quick, under-3-minute tutorial videos that simplified the process. These videos effectively eased the onboarding process, maintained higher engagement, and boosted user confidence, streamlining their integration into the Venminder platform.
Visibility to help resources
We ensured that the revamped support center was seamlessly integrated into the platform, allowing users to access support materials without leaving the software.
A Better Support Center
Reorganization of Support Materials: We restructured the support center by subcategorizing modules to improve navigation and make it easier for users to find relevant documentation.
Introduction of a Video Library: We added a comprehensive video library featuring short, targeted tutorial videos to visually guide users through common tasks and platform features.
Simplification of Help Articles: Extensive help articles were broken down into smaller, more manageable pieces to facilitate quicker reading and better comprehension.
Content Collaboration: As Creative Director, I worked closely with the support team to develop engaging and informative content, ensuring that it meets the needs of users and enhances their overall experience with the platform.
Walkthroughs
Interactive Guides: We included interactive guides to provide users with hands-on assistance as they navigate through different features of the platform.
