Help Center Refresh
Bringing Platform Conformance to Global Feature
In this case study, we explore the integration of the Platform Help Center into an omnichannel presence across both legacy and ZAIDYN tools. This initiative aligns the Help Center with the Design System where possible and simplifies the navigation from a dropdown to a collapsible side panel, enhancing usability and cohesion across the platform.
Challenge: Low Lift Solution
Creating the Platform Help Center on a legacy stack posed significant challenges. The limitations and inflexibility of the old system required innovative, low-lift solutions. We had to ensure enhancements in user experience and system compatibility without extensive overhauls. Aligning the design with modern standards and simplifying topic selection, we delivered a solution that streamlined the user interface while maintaining the integrity of the legacy infrastructure.
ROLE
UX MANAGER
Feedback Facilitation
Feedback Facilitation
Research Synthesis
Design Strategy
Project Scope
Adoption Plan
The Before
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Concerns/Tips:
1. No mention of which product this Help Center section is for.
2. Are #2 and #4 the same?
3. Opportunity to use ZDS component.
4. PM has mentioned Topic list can get pretty lengthy and have a maximum of 5 words.
5. Should Download PDF be a CTA?
6. White Space, any opportunities here?
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Proposed Enhancements
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Improving the flow:
•Remove Download all Topics in PDF format from top navigation, add to body and include a description of what will happen when they download
•Aligns Browse by topic cards to ZDS component.
•Add information label above search to inform user where in platform they are.
•Topics Collapsible Side Panel:
• Individual Topic PDF download:
Default view
Components leveragable from ZDS:
•Primary Navigation
•Informational Badge
•Type Styles
•Collapsible Side Panel
•Accordion with action button
•Card with icon
Topics column is expanded upon click
Section Title
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Few language examples are shown below:
Key Benefits
• Unified Experience: By creating a cohesive primary navigation system, we aim to deliver a consistent experience across our platform. This unification enhances product quality and ensures users can navigate seamlessly from one feature to another.
• Cost Efficiency: A well-structured navigation system can reduce operational costs by minimizing the need for extensive user support and training. When users can find what they need quickly and easily, it leads to fewer support queries and lower associated costs.
• Future-Ready: Our investment in primary navigation also serves as a foundation for future innovations. As we continue to evolve our platform, a strong navigation framework will support the integration of new features and functionalities without compromising user experience.
In summary, investing in primary navigation is a strategic move that pays dividends in user satisfaction, operational efficiency, and scalability. By prioritizing a user-centered approach, we not only enhance our current offerings but also pave the way for future advancements, ultimately boosting confidence and speed in utilizing our products.