BRIEF OVERVIEW
As clients move from onboarding to business-as-usual (BAU), I identified a gap in customer success as
APPROACH
The main question was:
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1
Learn
Reviewed many established support pages to best gauge how to tackle this project.
2
Layout
Creating content without an idea of it's placement would result in confusion. Thus, setting a layout for content was required.
3
Create
Utilized Tango for written guides and Loom for video guides. Goal was to store them on Notion then Absorb.
4
Release
To ensure quality, released the guides internally to staff then to all clients. Noting feedback & future changes.
EARLY CONCEPTS
Testing through ideas
Utilized tools such as Figma and tldraw to visualize how our LMS (learning management system) would look like. Figma was mainly for layout while tldraw for mindmaps to set who our core audience is.
CREATING CONTENT
As there was not much direction given from leadership in terms of what to create and how. I capitalized on the skills I acquired from my many years of tutoring students and focused on creating video guides that started from general/broad topics. Setting this foundation aided in making more specific type of guides.
The images below reference the different platforms used and a quick view of the content!
Platform - Notion
Platform: Absorb - Integrated Learning Management System that our data team loved for the analytics.
DESIGNING OUR SPACE
FINAL DESIGN
Bringing together the designs created from the previous iterations and the current layout available in Absorb, Choosing to set certain themes to each category to easily differentiate between courses.
REFLECTING BACK & NEXT STEPS
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Navigating conflicting direction decisions
While working on this project, I had originally spent quite some time working on the layout and content for the Support page on Notion. However, the Director wanted us to pivot onto another LMS platform, Absorb LMS.
This platform did not have as much flexibility as notion when uploading content and styles. I attempted to showcase why Notion is significantly better for scalability but to no avail.
Although this did upset me, learning to take advantage of what cards I was given and utilizing them to fullest helped greatly in adapting to the current situation. I put my full effort into ensuring this Support page looked and felt phenomenal to use.
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Feedback Integration & Request Module
As the product continues to grow, there will inevitably be changes or new content required to help users navigate the features.
If i had more time, I would have designed a page that would allow users to add feedback on content to ensure we're focusing on the right improvements. Additionally, a Request section would improve product direction for both the Support page and the product itself!
