More and more professionals use collaborative digital solutions to perform their daily work: intranet, wikis, blogs, shared documents, internal social media.
A high number of ‘active’ users (readers and contributors) combined with an important volume of data require reliable, maintainable and scalable system. When it comes to upgrade it with major changes, how to keep providing a satisfying User Experience to all end-users?
With two or three chapters, they give insights about how to enhance Customer Experience, and it makes me think about how I try to deliver the best User Experience when I provide solution, guidance, short training and tips to end-users.
According to my experience and all the papers I have been reading, here are five elements that compose my “Customer experience Framework“:
Even the shortest as possible, provided that it still delivers exact information. Indeed, users browse documentation when they look for solution or help. So, they are in a hurry to find it, and conversely they do not have time for reading, especially not for fun.
2) Provide screenshots, infographics, diagrams
or even mockups. There are plenty of studies showing that images retain attention and are far better memorized than plain text.
3) Make all its content searchable and provide a searchbar
Users barely read chapters or sections titles, but they first want to search for specific terms. So, make their search more convenient with a search function flexible and powerful enough to work with a large kind of queries.
4) Get some statistics
about which are the most read topics (of your documentation). Then, highlight them with a direct link on the homepage or other means of featuring. Users will thank you to make them earning time.
5) Invite users to send you feedback, question or comment
This is the most important, and you can do it by this simple way: on all pages, display a one-click button (or image, or link) that opens a form, where users enter address email and feedback. Only these two fields, this is quick and easy.
The digital world is so wide: resources for this week regard eLearning, WordPress and mobile apps, so I have not done any coding during a couple of weeks now… Too bad, I was starting with Web Components thanks to the outstanding css-tricks.com website.