Overview
Users of Partner Center tried utilize our self-help workflows to find the appropriate resources to help them with their platform problems and questions. As a result, our customer service department was overwhelmed with extra support tickets from these frustrated users trying to find solutions for themselves.
Approach
After some initial discovery, we found that most users found it challenging to find the appropriate resources due to how confusing and scattered the experience was. As a result, the team set out to simplify and consolidate the help experience for our users.
Context is key
Exploring help resources within the context of the current workflow creates a more seamless experience for users. I advocated utilizing a side panel view rather than an entire page, which was the plan before joining the project.