Help Center
Shippabo Help Center is a highly approachable learning space that welcomes users to access various learning resources, online help, and share feedback.
Overview
The Help Center is a highly approachable learning space that welcomes users to access various learning resources and online help.
Rather than employing generic structured approaches, our aim is to curate a simple and approachable interface that encourages people to learn and discover the deeper dimensions of the platform.
My Role
Lead UX/UI Designer - UX research, Consolidating insights, User Testing, Content Architecture, High Fidelity Mockups, Prepare assets, Set up Notion Template
Collaborated with 1 Product Manager and 1 user educator.
Timeline & Status
3 months, project has been paused.
Problem
Less accessible due to vague catgorization
Within this platform, the content is hidden within five folders, each unrelated to users' daily experiences. Navigating through these sections make it challenging for users to find articles that resonate to their specific use cases.
Lack of avenue to connect with the support team
Users may encounter difficulty finding the necessary information or solution, and it's essential to design an experience that avoids creating a dead end, encouraging users to persist in their interaction. Currently on the website, there is no way to connect with the internal support team.
Final Experience
Designed an user friendly help center platform where all users can learn and solve their pain points.
✴︎ Highlights ✴︎
Help Center shortcut is a prompt for users to quickly access essential information.
The 'Need Help?' shortcut prompt button engages users and reassures them that our team is always available to assist them within their platform experiences.
Quick Access
Multimedia learning materials empower users to choose their preferred learning method.
The topics are intentionally divided into groups to reduce cognitive overload. We consider different ways for users to consume and digest learning materials, including videos, pictures, and interactive learning, catering to the diverse user base.
Dynamic Learning
Various support channels offer reassurance to users, ensuring multiple ways to seek assistance.
The ability to directly contact the team provides reassurance to users that their issues will be resolved promptly. In addition to email, users can reach out to the support team and request a call back.
Always Available
The Quick Answer and Feedback feature saves time for both users and us.
Users typically seek direct answers to their questions and specific topics they want to explore. By offering a common answer section, users can quickly skim through to see if the content addresses their needs.
The inclusion of subtle feedback sections in the articles allows us to gather insights and improve the content for our users.
Enhanced Convenience
Design Process
Defining User Type
Before receiving the requirement document from the product manager, I proactively worked on defining user types based on my existing knowledge assumptions. This approach aimed to foster empathy and enable a comprehensive understanding of diverse learning pathways.
Exploring other existing Help Centers
Precedents to benchmark.
While considering the two user types, I conducted research on other platforms serving similar help center purposes. This exploration provided valuable insights that can be adapted for the Shippabo Help Center.
Highlighted key themes:
After I conducted research on various help center platforms, I grouped the key themes and noted the benchmarking features. This hands-on exploration allowed me to reimagine the new help center that involves useful and helpful experience for our users.
Content Architecture
Card Sorting activity to set expectations for the users.
When working on the design, our focus was on aligning the content architecture seamlessly. Working closely with a user educator, we developed a unified content structure that became an integral part of the design journey.
Our approach involved creating three pathways to kickstart the user's journey through the help center, enabling them to set their expectations from their own perspective:
I want to learn about… This serves as a starting point for users eager to explore platform features and experiences. It caters to both new users and those keen on trying out new features.
I am having trouble with… This pathway empowers users to address specific frustrations by guiding them toward finding solutions. While many users might head directly to the search engine, this route helps save time by offering related troubleshooting topics upfront, potentially reducing typing efforts.
FAQ Here, users gain insight into frequently asked questions from others. It's a valuable resource for those looking to quickly grasp common queries raised by fellow users.
These pathways were designed to streamline user journeys, offering diverse entry points that cater to various user needs and preferences.
User Testing
I conducted user testing with the internal peoples team.
After crafting a mid-fidelity design, my next step was validation. Even though external user accessibility was a challenge, I found a valuable alternative by teaming up with our internal People team. They play a pivotal role in onboarding and training new members within the company which served as perfect candidates for my testing.
Collaborating with this team was very insightful! They offered a unique perspective on the learning experiences, lacking a logistics/platform background (like new users). Despite not being the intended end-users, their feedback provided rich insights into usability.
The outcome of the user testing
My two goals were to ensure that finding the help center wasn't confusing and that retrieving needed information was straightforward.
Both participants not only met these goals but also provided valuable insights on additional experiences that could enhance the overall user experience which I followed to iterate. (See below)
User survey with the experts.
While designing the Help Center, my aim was to address all the pain points users experience, whether by providing solutions or facilitating connection with our team.
To gain a deeper understanding of users' true pain points in shipping and our existing solutions, I conducted a user survey with the internal operations team. This valuable information allowed me to envision the Help Center comprehensively.
Continued Content Architecture
The outcome of the user survey
By synthesizing the qualitative survey data, I gained a deeper understanding of the users' pain points, allowing me to design a solution that guides them to the right content at the right time.
Final Design
By consistently asking myself 'What would users want to find out?' throughout the process, I successfully developed a new Shippabo Help Center experience. This revamped experience enables users to confidently learn new materials and find solutions to their issues without any confusion.
✴︎ Takeaway ✴︎
Due to resource limitations, the development of the Help Center had to be paused. However, recognizing the importance of this experience, we made the decision to pivot and utilize the Notion tool to replicate the desired functionality.
Although I had to make compromises in my original design, I successfully crafted a seamless flow by incorporating additional branding elements into the Notion workspace. This adaptation allowed us to maintain a cohesive and user-friendly experience despite the challenges we faced.
Work Highlights
Dashboard 2.0
Data Visualization, UX/UI Focused
Mohae
Product Focused
Help Center
UX/UI Focused
Design Ops
Operation Focused