mLearn was getting high volume of customer care calls on basic info relating to how to use the platform. The goal was to reduce calls and user frictions. Since we wanted the content manageable by admins and reduce build time, we create this site on a WP platform, outside of mLearn web app, but kept the experience the same.
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 up front.
Simple wireframes were mocked up to show the page types. The main homepage would be the FAQ page with category tabs and search box right at the top. The secondary page would be the How To page, similar structure to FAQ page with tabs. Final, the support page listing contact information and form.
The look and feel remains the same as mLearn, from the footer to the links. All FAQs and How to have visuals or polished screen grabs. We needed clear visual of where in the image the user should focus, so we used the pointer cursor. Video scripts are in queue to be recorded and added to the content.
Pulling search and user events are important for providing actual information that the user is searching for and reading. I do analytics review 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 first launch that a high volume of users bounced of the site, but only returned during high volume activity in the calendar year.
Insights:
