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Help Yourself: Empowering Users Through Self-Help

Jonathan Lavoie-Lévesque
November 07, 2014
Technology
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360

Help Yourself: Empowering Users Through Self-Help

Jonathan Lavoie-Lévesque

November 07, 2014
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Transcript

  1. HELP YOURSELF Empowering users through self-help

  2. None

  3. @iamjll

  4. Shopify powers over 120,000+ businesses

  5. MOBILE WEB POS

  6. None
  7. None
  8. None
  9. None
  10. None

  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
  13. None

  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.

  18. None

  19. Support Retention @iamjll

  20. @iamjll

  21. None

  22. @iamjll

  23. @iamjll

  24. “But my product is wayyyy too simple” @iamjll

  25. None

  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 [email protected]