Project description
This entire project revolved around a help panel that was accessible at anytime in an online marketing product. I was tasked to design a simple feature to determine whether a specific documentation page was helpful or not. The design was constrained to the help panel and by the styling of the application itself.
Design Process
While this project seemed simple at first, I wanted to make sure I did some preliminary research before I began sketching. Out of the many questions that I initially came up with, two of them stood out as being the most important questions that I should research:
1.) Is a quantitative number of # of ‘yes’ vs. # of ‘no’ enough to determine the accuracy of a help article?
2.) Without forcing the user to write or lift their hand from the mouse, how can we give them the opportunity to convey the quality of the help article?
To find the answers to these questions, I conducted a simple survey using the community board for this product. I received around 50 responses and gleaned the following nuggets of information:
1.) Most of the time, people will not leave feedback on an article unless it is entirely unhelpful.
2.) Relevancy, accuracy and length were the most important aspects of a help article that people cared about.
Armed with these insights, I began to sketch out a workflow for the feature:
This workflow helped project management, developers and UX get on the same page. Shortly after the green light from product, I began to mock this feature up and test it with a prototype. You can view the interactive prototype here.
Outcome
After testing and a few iterations, we ended up with a UI that looked similar to this:
