Help Yourself: Empowering Users Through Self-Help

Transcript

1. HELP YOURSELF Empowering users through self-help
3. @iamjll
4. Shopify powers over 120,000+ businesses
5. MOBILE WEB POS
11. such contextual much suggestion very clippy wow so help
12. TNABs Feedback loops Onboarding … IT’S A CONCEPT, NOT A THING. Content Contextualization Interactive Tools Adaptative UI
14. REDUCE SUPPORT LOAD
15. EMPOWERING /’əm’pou(ə)r/ verb: give (someone) the authority or power to do something. @iamjll
16. Creating and sustaining a strong feeling of **autonomy, empowerment and trust** for our merchants by delivering the **right content and tools**, in the proper format and context, and at the **right time**, reducing some of the inherent product friction along the way.
17. @iamjll It’s about educating users, without them knowing.
19. Support Retention @iamjll
20. @iamjll
22. @iamjll
23. @iamjll
24. “But my product is wayyyy too simple” @iamjll
26. @iamjll @iamjll
27. @iamjll HOW WHY PRODUCT SELF-HELP
28. ©
29. ONE hit LINE WONDERS
30. Self-Help embedded into the design and product process @iamjll
31. Search, all the time @iamjll
32. No creeping, no surprise @iamjll
33. TNABs: Tiny new addictive behaviours @iamjll
34. @iamjll ⌘ ⌥ ; + +
35. Onboarding @iamjll
36. @iamjll
37. Experiment like it’s 1969 @iamjll
38. Autonomous Feeling smart Sharing that knowledge Ambassadors @iamjll
39. jll.is @iamjll jonas@shopify.com