SUPPORT & KB FORUM
DOCUMENTATION PORTAL / asg technologies
This project aimed to improve product documentation delivery for the customers.
The documentation for products is being provided in a traditional book/chapter format and distributed as PDFs securely for the customers, the challenge arose when the products list scaled up along with the customers and the support queries qued.
I have designed a support portal that can deliver product documentation and technical support for customers quickly in the rapidly evolving business environment and a diversely growing user base with features like KB articles and forum integration.
"Due to confidential concerns, all the precise details of the project cannot be presented, the details presented in this project are solely intended to present the design process and do not necessarily reflect the views of the client"
My Role and Responsibilities
I have led the project on the UX front. The activities My responsibilities in designing the support portal included background research, studying the patterns, structure definition, IA, user flows, interaction design, high-detailed wireframing, and prototype management.
Capturing Insights
We started working with project managers and other stakeholders to create the user personas and understand the business requirement in order to uncover the insights and key features that need to be included in order to meet the user needs and consolidate the key discoveries based on the analysis of the insights obtained.
Discoveries & Requirements:
-
UX of the new online documentation should align with the current corporate patterns and the overall look and feel of the portal should be aligned with the corporate website standards.
-
Transform our documentation content from a chapter-based approach to a topic-based approach. Providing user-friendly content (use case oriented).
-
Improve the documentation process to increase social collaboration and the ability to integrate users into the process.
-
Integrate the ability to deliver a knowledge base fed by the support group to document and publish tips, workaround, and interactive tutorials to reduce the current support load.
-
Deliver the content securely through a common template/structure and provide integrated product help offline for the mainframe products.
Defining the Structure
Studying the corporate documentation portals like Microsoft, Adobe, Citrix, etc. helped us to understand the various user flows and recognize the high-level structure of the usage pattern, and developed the detailed structure with multiple brainstorming sessions.
Creating the Wireframes
Once the use cases were finalized, have started to iterate the flows multiple times where in the process the key aim used to be to maintain consistency and make the flows intuitive. Have designed the wireframes after multiple iterations and converted them into highly detailed wireframes. We arrange all the use cases as sequential module-based interaction flows.
Adobe XD Prototyping
Have created a clickable prototype to present the flow and get feedback we have used Adobe XD and Adobe cloud, and after each module detailing we get the feedback directly from users and stakeholders, after multiple feedback and modification sessions the finalized wireframes were sent to the visual design team.
