8 1. Juggling responsibilities between projects and tickets. 2. Not having a plan creates unwieldy challenges. 3. Your project may not actually solve your problem. @LanceCo | raventools.com
coined by entrepreneur Eric Ries. It prizes quick movement, empirical learning and elimination of wasteful efforts in order to drive products through the waters of uncertainty and into success. What is Lean?
Support Projects 14 Our Hypothesis: “A significant amount of support tickets coming into our team are for questions that could be easily answered through reading the help documentation. If we encourage our customers to find their own answers, it will decrease overall ticket volume.”
Support Projects 15 Our Plans 1 2 3 Based on where the user of our software was working, we would supply tool-tips containing helpful information. Those tooltips would lead to separate articles that would pop sideways onto the screen when links were clicked, offering lengthier articles. Eventually, we’d create videos and animated GIFs to push our documentation into a multimedia future.
drew up wireframes and, eventually, made a mock-up of how contextual help could look. We spent weeks researching, figuring out how other software integrates contextual help into their products — everything from Apple to Adobe to Spotify. Example: Help Desk Learning to Stop Winging Support Projects 17 Our Plans Then… Nothing. Concerns were raised over adding a new layer of load to the application. A new project caught the company’s eye. The whole thing got dropped. What Actually Happened 1 2 3
Support Projects 18 We took all of our old Knowledge Base content and rewrote it, breaking it down into smaller, pointed articles with better searchability. Rewrite
Support Projects 18 We took all of our old Knowledge Base content and rewrote it, breaking it down into smaller, pointed articles with better searchability. Rewrite Our on-staff designer worked out a minimal design based on one of the existing Zendesk templates for Help Center. Design
Support Projects 18 We took all of our old Knowledge Base content and rewrote it, breaking it down into smaller, pointed articles with better searchability. Rewrite Our on-staff designer worked out a minimal design based on one of the existing Zendesk templates for Help Center. Design A developer was tasked with looking into the existing Zendesk Web Widget and integrating it into our software. Integrate
Support Projects 18 We took all of our old Knowledge Base content and rewrote it, breaking it down into smaller, pointed articles with better searchability. Rewrite Our on-staff designer worked out a minimal design based on one of the existing Zendesk templates for Help Center. Design A developer was tasked with looking into the existing Zendesk Web Widget and integrating it into our software. Integrate We continue to build new sections, articles and other content, based in part on the data that we receive through GA, Zendesk and elsewhere. Refine
@LanceCo | raventools.com 1 Don’t think of a project as one enormous undertaking — think of it as many small projects that come together. Always start with the component that will have the most impact on your team or your customers.
| raventools.com 2 You don’t need to measure everything, you only need to measure what’s actually important for answering your initial hypothesis. Avoid vanity metrics, they’ll lead you astray from the real question at hand.
Projects @LanceCo | raventools.com 3 You’re going to fail. Probably a lot. But that’s the reality of experimentation — you’re better off failing now than in six months. Failure is data, not defeat! Rework your idea, figure out where the flaws are and give it another go.
soudai
pacificspatialsolutions
wmsbill
coconala_engineer
riyaamemiya
manarobot
miyakemito
kaz29
sansantech
kenjikondobai
egmc
nina01
chriscoyier
lara
gr2m
mthomps
tanoku
3n
colly
maltzj
garrettdimon
jmmastey
danielanewman
zakiyama
