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Help Yourself: Empowering Users Through Self-Help
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Jonathan Lavoie-Lévesque
November 07, 2014
Technology
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Help Yourself: Empowering Users Through Self-Help
Jonathan Lavoie-Lévesque
November 07, 2014
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Transcript
HELP YOURSELF Empowering users through self-help
None
@iamjll
Shopify powers over 120,000+ businesses
MOBILE WEB POS
None
None
None
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such contextual much suggestion very clippy wow so help
TNABs Feedback loops Onboarding … IT’S A CONCEPT, NOT A
THING. Content Contextualization Interactive Tools Adaptative UI
None
REDUCE SUPPORT LOAD
EMPOWERING /’əm’pou(ə)r/ verb: give (someone) the authority or power to
do something. @iamjll
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.
@iamjll It’s about educating users, without them knowing.
None
Support Retention @iamjll
@iamjll
None
@iamjll
@iamjll
“But my product is wayyyy too simple” @iamjll
None
@iamjll @iamjll
@iamjll HOW WHY PRODUCT SELF-HELP
©
ONE hit LINE WONDERS
Self-Help embedded into the design and product process @iamjll
Search, all the time @iamjll
No creeping, no surprise @iamjll
TNABs: Tiny new addictive behaviours @iamjll
@iamjll ⌘ ⌥ ; + +
Onboarding @iamjll
@iamjll
Experiment like it’s 1969 @iamjll
Autonomous Feeling smart Sharing that knowledge Ambassadors @iamjll
jll.is @iamjll
[email protected]