Sprout Social Help Center
Problem
The Help Center attracts half a million visitors and over 1 million page views annually. Unfortunately, it posed many usability challenges for customers and did not align with our core values of customer care. Despite being a primary touchpoint for prospects, user testing suggested that it often led to frustration.
Solution
Along with updating the visual design per our latest brand standards, I dug into user feedback to solve numerous UX issues, including:
Designing a custom sidebar accordion nav to improve navigation and wayfinding within the Help Center.
Restructuring and simplifying the information architecture to be clearer.
Improving the readability of elements, including the articles’ table of contents and category dropdowns.
Designing a quick start section on the homepage to surface the most popular and useful user flows based on testing.
Results
In the month following relaunch, we:
Gained 10,000 new users
54% more sessions
CSAT went from 55% to 100%
Role
UX, Web design
collaborators
Customer Education, Customer Marketing, Web Development
Article Page
Custom accordion menu and the articles table of contents for navigability
Category page
Topics are divided into categories and subcategories, so it is crucial to create a streamlined and understandable IA.
Process
The project brief from the marketing team that laid out the team’s needs and outlined their thoughts on improvement.
Figma prototype of the interactions for the top navigation and the accordion sidebar in order to help our marketing partners test out the new UX and AI.
A Figjam to synthesize the project brief, current version for the Help Center, and the specific goals and benchmarks we needed to include.
Partnering with Web Development and pulling dev in early and often created a much smoother hand off from design to development.
Who doesn’t love a good retro in order to learn how to improve?