In-app Help Center

Elevating customer contentment via enhanced support, empowerment, and independent issue resolution

Overview

Augury introduced the Community in January 2023. Initially, the Community operated as an independent website, separate from Augury’s web app.

However, recognizing the need for a more integrated and seamless user experience, there was a strategic shift towards incorporating the Community directly into the Augury web app.

This transition was aimed at providing users with a unified platform where they could effortlessly access community resources, knowledge, and academy content, all within the familiar environment of the app itself.

The Problem

The journey begins with identifying the problems:

🤯 Outdated and ineffective support experience

😤 Confusing entry points

😱 Lack of integration with essential materials

😰 Tight deadline

My Responsibilities

Led the end-to-end process (including the vendor evaluation) as a squad product designer, ensuring scalability, consistency, and functionality of the UX and the new UI elements.
Working with Matias Karszenblat as PM, Evgeny Taratuta as lead dev, and other team members of the Cross-Structure squad.

Additional Challenge

As Augury navigated its path of growth, we encountered a series of challenges. We worked to harness the wealth of customer expertise. Alongside, we embarked on a mission to enrich community engagement, fostering broader participation. In the realm of technology, we strived to streamline in-app conversations, weaving a seamless fabric of interactions that allowed dialogue to flow effortlessly.

As Augury grew, we faced several key challenges. We worked to leverage our customers’ expertise while building stronger community engagement and broader participation. On the technical side, we focused on streamlining in-app conversations to create seamless, effortless dialogue between users.

Shake user trust with an undependable in-app help center that doesn’t offer quick help, correct details, or a smooth support process.

Without a reliable in-app help center, users are left feeling lost and unsure while navigating the platform, leading to a lack of confidence and frustration when seeking assistance.

The Goal

Create more Customers Heroes with Production Health

Culture

Prepare Augury for scale:
Enhancing self-support capabilities

1

Community growth:
by exposing the community, with easy access, from Augury’s app

2

Build the category:
Augury cannot drive the creation of the production health category alone. We need a place to invite people to join the movement

3 UX Goal

Main Supported Persona

User Stories

1

As a Facility Manager, I would like to have easy access to all relevant information and knowledge sources so I can use them when necessary.

2

As a Facility Manager, I’ll expect Augury to have different support resources, such as FAQs, tutorials, video guides and more.

3

As a Facility Manager, I want to be able to troubleshoot my needs in one place, without leaving Augury’s platform.

4

As a Facility Manager, I would like to get relevant suggestions from Augury’s app when searching for help.

5

As a Facility Manager, I would like to stay informed about new features or updates.

Exploration

I started by learning the domain’s best practices and determining how this component fits into our current layout. We aimed to ensure that integrating the third-party vendor seamlessly aligns with our platform, creating a natural and harmonious user experience.

UX Requirements

Instant Assistance: Users can get help directly within the app, avoiding delays and frustrations.

Smooth Workflow: Accessing support without leaving the app keeps tasks uninterrupted and efficient.

Confident Interaction: Quick help builds user confidence, making them feel comfortable and empowered.

Experience Flow

Solution

Based on the design system guidelines and customizing 3rd party libraries (CommandBar), I designed the in-app help center.

By using out new in-app help center capabilities, Facility Managers can quickly access to the information they need.

Impact and Key Learnings

Overall, the in-app help center results were extremely positive.
Following up on the performance of this feature a week after its release, we observed a high level of engagement by the VA team and it had already made a significant impact, as seen below from a snapshot of the VA metrics:

Learnings

The project taught us that the in-app help center empowered users to address queries and issues independently, decreasing customer support reliance and possibly cutting costs by reducing staffing and resource requirements

Initiative findings emphasized that a strong in-app help center underscores dedication to user support, amplifying brand reputation and loyalty

Users gained the ability to proceed through instructions at their preferred pace, which aided them in resolving issues even outside of the usual customer support hours.

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