Dropbox Help Redesign
Context: The main focus of this project was to improve usability, findability and readability of Dropbox's Help center.
The site wasn't responsive until we launched the first version in April 2017. Making it user-friendly on mobile was a key priority. Help content was dispersed throughout different platforms, very complex and text-heavy our goal was to integrate search and surface the most relevant, current and useful content for users. Content strategy played a key role. We reviewed how content was written, how content connected with each other, and how content was searched and surfaced. Reducing complexity was our goal.
Collaborating with the San Francisco brand design team would be critical to ensure visual consistency was aligned with both product and brand values.
Role: UX Manager for the Customer Experience Team
Project Duration: 13 months
Deliverables/activities: Data and research analysis, setting up Dropbox’s first designated workshop space, ideation and workshops, content strategy, user journeys, wireframes and high fidelity design.
Help Center Redesign
CX Chat Design
Contact Help Page Redesign
The challenge: How do we help people find, and understand, the help they need as quickly as possible
WHAT WE DID
1. Usability evaluation
2. Stakeholder interviews and workshops
3. User Journeys
4. Research and industry benchmarking
5. IA - Reviewed navigation and overall content structure
6.Low fidelity wireframing
7. UI copywriting (I managed the help center’s content writers and mentored on UX writing)
8. Final designs (I worked with the Brand Design team to complete final approved designs)
USABILITY EVALUATION: MAIN ISSUES
IA overhaul: Categorisation was mirroring organisation structure and not users mental models
Poor visual hierarchy
Content too complex or too lengthy - written by product experts not having the users in mind
Not optimised for mobile (Some countries like Japan 80% traffic was from mobile)
Too many steps to reach help
Would benefit from user segmentation and personalisation
Disjoined experience between all CX properties
WORKSHOPS
Workshop facilitation has played a key role in gathering insights as well as getting stakeholder buy-in
USER JOURNEYS
UNDERSTANDING CUSTOMER SUPPORT JOURNEYS FOR DIFFERENT USERS
A key part of this project was to understand how different user types were accessing support, our goal was to help users self support where possible, improve our response time by linking all our platforms and highlighting social and community mediums to help direct people to form of resolution of their preference.
OPTIMISED ON MOBILE
Mobile design goals were to make the experience as simple and as intuitive as possible. Focusing on our key goals of findability and comprehension we wanted to make search easy, prioritise main issues, clear links to other support properties and simplification in content and lenght of exisiting articles.
INTEGRATED SEARCH
After testing several prototypes users expected to see a prominent search bar on search results landing page. We also integrated community answers.
Connecting questions with different answer options
At the bottom of every article we added related community answers. (Related Help centre content appears on the left side bar.) By having a search bar in the sticky navigation on all pages we're allowing users to return to search should they want too.
Helping people find help
Data revealed that users started their journey on the Help centre in many different places, some came from Google others directly from inside the product. They were mainly landing directly on articles pages.
We wanted to make sure that no matter where they landed they would be able to continue their journey, either to other content through search and navigation or access other support properties like Twitter support, community forum and our troubleshooting tool.
OUTCOMES
Prioritise and highlight biggest driving queries that could be resolved through self-support
Reviewed IA
Declutter and optimise to help the user reach a solution as quickly as possible
Improved mobile experience
Optimised search and integrated results with our Community Forum answers.
Help users continue their journey (finding more content or contacting us). Each page was to become a hub to direct people to the preferred medium.
Updated design to meet current Dropbox style guide.
Updated copy to ensure we are writing using easy and comprehensible language.