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.
Problem
Users risked losing key workflows during the navigation change, which could increase churn and support requests.
My role
To help with the transition, I was tasked with creating a guide to prepare users for the upcoming navigation revamp.
Approach
- Mapped old-to-new navigation paths and common tasks.
- Wrote a transition guide with before/after cues.
- Coordinated review with product and marketing for consistency.
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.
Impact
- Smoother adoption of the new navigation.
- Lower support burden during rollout.
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.