Tracking results
Tracking results
Embedded Files
Follow through analytics, a users path and adoption of features and workflows. Gauge what experiences were used most in training and on-boarding. Gauge what experiences can be dimished or removed.
What Was Designed
- Idea and Exploration
- Digital Adoption Overview and Research
- Testing and Proof of Concept Models
- Knowledge Base Mockups
The Process
created low fidelity designs for KB
drove strategy of contextual help
created presentations for POC
created experiences for platform
provided code for implementation
WHAT PROBLEMS TO SOLVE
WHAT PROBLEMS TO SOLVE
solution for easier on-boarding of users and customers
works outside of development release cycles and latency
experience layer that works on the top of any existing application or site
map to an application's UI elements for added interactivity and guided help!
leverage a browser for editing content and easier collaboration
My Role as Principle Designer
My Role as Principle Designer
collaborated with marketing and operations team on project
researched, directed and led the initiative to integrate contextual help and digital adoption
trialed and applied 4 different DAP’s (Digital Adoption Platforms) to narrow to one
trained customer service and training team to use platform
communicated current customer needs, user personas and friction points
steered all UX
Scope
Scope
1 year
ops, marketing, cs team, design
debut to customers and internal teams April 2021
Designs and Deliverables
Designs and Deliverables
provided designs for templating pages and suggested layouts
created proof of concepts and demo’d throughout the organization for feedback and buy-in
My Role
- Principal UX Designer and Strategist
- Design Thinking Consultant
Introducing the idea of leveraging contextual help to quickly on board employees on the PlayerLync platform.
Introducing the idea of leveraging contextual help to quickly on board employees on the PlayerLync platform.
Key Takeaways and Challenges
Key Takeaways and Challenges
On boarding of customers on average is 15+ hours to train. The UX debt and product difficulty to learn is extremely high. Admins and training manager can not train their staff easily. No available on-demand access to documentation or help articles.
Had to launch alongside a knowledge-base, including trialing, research and roll out of a digital adoption platform solution in coordinaation of the new KP system.
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