Description & Goal
mLearn was getting a high volume of customer care calls on basic info relating to how to use the platform. The goal was to reduce calls and user friction. Since we wanted the content manageable by admins and reduce build time, we create this site on a WP platform, outside of the mLearn web app, but kept the experience the same.
My Role
Roadmap
Sitemap
Wireframes
Visual Design
Research & Sitemap
I looked at the top FAQ-performing sites. Gathered what performed well with users and documented the core features and functions.
After reviewing the content (FAQs from Customer Care) that would be provided, I created the sitemap, keeping everything simple and upfront.
Wireframes
Simple wireframes were mocked up to show the page types. The main homepage would be the FAQ page with category tabs and a search box right at the top. The secondary page would be the How To page, similar structure to the FAQ page with tabs. Finally, the support page listing contact information and form.
UI Designs & Content Strategy
The look and feel remain the same as mLearn, from the footer to the links. All FAQs and How to have visuals or polished screen grabs. We needed a clear visual of where in the image the user should focus, so we used the pointer cursor. Video scripts are in the queue to be recorded and added to the content.
FAQ Example:
How to Example:
Analytics & Improving
Pulling search and user events are important for providing actual information that the user is searching for and reading. I do analytics reviews monthly and verify all searched items have an answer. Followed by full performance review mapping traffic from mLearn to the FAQs, recording time spent and returning users.
We found after the first launch that a high volume of users bounced off the site but only returned during high-volume activity in the calendar year.
Insights:
- The average user spends ~2 mins on the site and ~6 mins if they use the search.
- 75% of users use the FAQs versus searching, which means they are finding the information needed right away.
- About 86% of users are new and only 13% return.
- Only ~1.3% of ~44K users from mLearn navigate to the FAQs site per quarter.