Context
Our platform’s navigation had become confusing for users due to the growing number of features. A revamp was planned to improve the user experience.
My role
To help with the transition, I was tasked with creating a guide to prepare users for the upcoming navigation revamp.
Process
- Understanding the context: I started by reviewing the product brief. Then, I worked with product managers to understand the navigation changes and new interface concepts.
- Exploring the new navigation: I tested the new navigation on test platforms.
- Building the guide: I recorded and drafted step-by-step instructions for finding features in their new location.
- Iterating: I worked with product and marketing teams to improve the wording and visuals.
Results
- Users were informed before the release.
- Proactive communication reduced the need for customer support.
- The guide became the single source of truth for internal and external users.
Takeaways
- Communicate with users before big feature releases. Such communication improves feature adoption.
- Work with subject matter experts. This way, you can know users better and create content that helps them.
- Test features and walk in the users’ shoes to create accurate and suitable content.
