Help Center Re-Design
PROBLEM: After working with our Customer Service team, we discovered they were getting too many inquiries about issues they could easily find in the Help Center. This was wasting time for the CS team, and the user’s time having to reach out to us with their issue.
PROCESS: We conducted user interviews to see how people were using the Help Center, how they were finding it on the site, and if they found it useful once they were using it. From there I created wireframes based off of their answers, and retested the new designs. Next came visual design using the style guide that I created, and then worked with the engineering team on interactions and design.
SOLUTION: Users were having trouble finding the Help Center link (it was only a small link in the footer). It was also called “Support” which seemed to not resonate with people as much as “Help”. When the user got to the Help Center, they were shown all articles. We realized since we have two types of users (event organizers and event attendees), they needed a separate section to find their answers.