A suite of features designed to make help simpler and more usable.
2016 - 18
Help has usually been treated as such an after-thought in design that it fails to attract any user attention at all.
For extremely complicated products that depend upon documentation to explain and educate, the need is for help that is simple, easily accessible and integral to products.
I am the lead product designer.
I conceptualized the features, evangelized the need, designed them, and was involved throughout the implementation phase.
I worked closely with multiple engineering teams, writers, editors, product managers and customer support teams as I conducted research and designed the model.
Research on various help features showed me that there were two main issues with help design: lack of contextuality and forced assistance.
I conducted several rounds of studies with internal stakeholders, customer service and customers to understand their painpoints and when they look for help.
I discussed my ideas with several engineering teams, and product managers to consider the feasibilities. Once I had the green signal to begin, I planned the features out in phases based on needs and past escalations.
The help model has now been successfully implemented in several products. I am working on expanding it across more applications
throughout the company.
Stakeholders and users have been positive about their experience with the model and I am working on a few other ways
to make help intelligent and contextual.
I care about strategic vision and obsess over details. I think about the why and marvel at the unknown.
Working on digital experiences since 2004, I provide all aspects of product and user experience design. I have worked for—Barnes and Noble, Apple, Yahoo!, MijnAlbum.
Currently, I am a lead designer in Juniper Networks.
I have a patent pending. I have been published in A List Apart and UX Booth. My favorite pastimes include walks in woods, diy projects and kathak.
I can be reached at firstname.lastname@example.org or LinkedIn.
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