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 and app. We could afford the time the rethink the feature and consider design solutions which better help users solve issues.
Brief
Analyse user behaviuor from the MS 2.0 app using analytics data 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 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 by looking at page views and events which I'd previously setup.
Findings & Insights
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The IFU was accessed in twice as many user sessions, compared to sessions where users navigated directly to the Help & Support section. Despite being less user-friendly, users often preferred the PDF IFU over in-app help articles, indicating that Help & Support lacked appeal or clarity. This created an issue in the app experience as we couldn't direct users to relevant in-app flows from the IFU.
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The recovery flows was triggered more via the in-app banners than through the link provided in Help & Support. This suggested that a minority of users didn’t see (or dismissed) or trust the contextual banners and were seeking additional confirmation.
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Users reached Help & Support through multiple in-app routes, with the Sensor Status screen being the most common entry point. This suggests sensor-related issues are the key anchor for troubleshooting.
Actions
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Enhance the appeal and usability of the Help & Support section to encourage engagement over the IFU PDF.
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Prioritise actionable recovery flow link in articles to improve resolution rates.
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Feature sensor-related issues prominently within Help & Support, reflecting its frequent use as an entry point for troubleshooting.
Design Concepts
I explored the trade-offs between a search-driven help experience and a structured FAQ list. While the search-based concepts tested as more popular with users, they were also considerably more complex to implement.
The FAQ layout offered several advantages, including improved discoverability, as all articles were visible on a single screen with hide/show functionality on the initial screen. It provided a less cluttered interface whereby links to related articles and in-app flows could be clearly presented. I could still categorise content by feature or theme, retaining one of the better aspects of the previous design.
Determining Article Sequence
Using a uFMEA (Use Failure Mode and Effects Analysis) as our foundation, I worked with another team member to analyse use-related hazards and potential failure modes. Article headings were organised into FAQ sub-headings and prioritised based on risk severity and their impact on usability.
Approach for Article Writing
That same team member and myself fleshed out articles, ensuring that links to supporting articles and in-app flows were displayed near the top of if applicable.
If the issue cannot be resolved through a linked workflow, the article will begin by outlining the root causes of the problem (e.g., Sensor Alignment; see Final Design and Impact).
Final Design and Impact
The structure for the Help & Support sections (accessible via the More Menu) differed for MS 3.0 in the following ways:
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FAQ-first layout
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Help & Support section now leads with FAQs as the primary entry point which are more discoverable and easier for users to scan, especially for common problems.
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Issue-driven ordering
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The most frequent and high-impact issues (like Sensor Connection) are placed at the top of the FAQ list.
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Articles are grouped into logical sections for ease of use.
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Solution-oriented article structure & navigation
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Where possible, article begins links to workflows or articles.
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For more complex issues (e.g. Sensor Alignment), the article leads with root cause explanations, then walks through stepwise fixes.
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Feedback & iteration
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“Did this resolve your issue?” prompt is added to each article, enabling tracking of article effectiveness for future optimisation.
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Articles include “Contact Technical Support” path if the problem isn’t resolved.
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Impact
Action 1:
Enhance the appeal and usability of the Help & Support section to encourage engagement over the IFU PDF.
Result:
Article views increased by over 600% compared to IFU views, indicating a strong shift toward the user-friendly FAQs section over the in-app IFU.
Action 2:
Prioritise actionable recovery flow link in articles to improve resolution rates.
Result:
Articles that prominently featured the recovery flow at the top saw the majority of users select that flow and successfully resolve their issue.
Action 3:
Feature sensor-related issues prominently within Help & Support, reflecting its frequent use as an entry point for troubleshooting.
Result:
Users tended to access the sections positioned at the top of the FAQ list, suggesting that the article order improved the discoverability of common and critical issues.