Recognition over recall. Recommended journey page
was designed to better visualise a journey.
Forms became multiple choice.
Progress bar was added to
show transparency of system
structure.
Help & Support
Problem
The 3.0 MS App needed a Help & Support section to support the use of 3.0 sensors.
Brief
Analyse user behavior from the MS 2.0 app to inform the structure of the Help & Support section required for MS 3.0. Design an improved Help & Support experience for MS 3.0 that also houses the Instructions for Use (IFU). The IFU, which was once printed now appeared in the app in Pdf form.
Analysis of the Problem
ANALYSIS OF HELP & SUPPORT IN MS 2.0
The first step was to analyse how users were interacting with the existing MS 2.0 Help & Support section. I discovered the following statements were true:
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Users accessed the IFU equally from the Home, Progress Recovery, and Sensor Status sections
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There were 36 sessions where users navigated to Help & Support, less than the 56 sessions where they accessed the IFU
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Most users accessed Help & Support from the Sensor Status section, though only slightly more than from other primary navigation points
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Most users who accessed the Reconnect Sensors flow (40 sessions) did so in response to the in-app banner which displays when sensors disconnect. Far fewer users navigated to Reconnect Sensors flow from Help & Support
Summary:
Users often relied on the less user-friendly PDF IFU to find solutions, rather than navigating Help & Support articles. They were also more likely to resolve an issue when directed to a relevant recovery flow than by reading about it in the IFU or an in-app article.
Other critical data to factor:
The error modal which appeared most frequently for users during onboarding was at the end of Sensor Alignment flow, indicating users faced both alignment as almost as frequently as they faced connected. This insight guided the article ordering in later concept work.
DESIGN PROPOSALS
Based on competitor research, I explored concept-phase designs that presented articles as FAQs rather than as sections within the app. I believed this approach would improve the discoverability of articles compared to the MS 2.0 articles. I explored ways to make articles easier to find and position them alongside Technical Support and the IFU.
APPROACHES FOR ARTICLE WRITING
The basic rule I set for article writing was as followed. If an issue can be resolved through a direct link or workflow, the article shall lead the article with that solution. Otherwise, for more complex issues, such as Sensor Alignment, the article start by explaining the root causes.
DECIDING WHAT ARTICLES TO SHOW AND IN WHAT ORDER
Most articles were carried over from MS 2.0, with some needing updates. Since I had already written parts of the MS 3.0 IFU, I was familiar with the content.
The order of articles in the FAQs in the MS 3.0 Help & Support section, was determined by:
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Frequently that issue occurred
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Impact on the success of the product
Final Design
The structure for the Help & Support sections (accessible via the More Menu) differed for MS 3.0 in the following ways.
Main Menu:
FAQs were given top priority in the menu, based on the rationale that all content from the IFU could be found within the FAQ format. This encouraged users to start there first.
Article Ordering:
Articles were grouped into sections and ordered based on the most common user issues and the impact on usability. Articles were shown by default in the Sensor Connection section, to help guide less technical users.
Article Structure:
Content was partially adapted from the IFU and rewritten to directly address user questions. A feedback prompt was added to the footer asking whether the article resolved the user's issue, enabling future tracking of an article's effectiveness. The footer also included links to related articles (which improved discoverability of content) and a final option to contact Technical Support if all other solutions were exhausted.
