Slide 1
Slide 1 text
Scaling Support
by Educating Customers
@jobtex | @WooCommerce | @Automattic
Slide 2
Slide 2 text
There seems to be a problem with
the electrical circuit of your engine,
because your battery is full and I’m
still seeing a low voltage.
What he
(probably)
said
Slide 3
Slide 3 text
There seems to be a problem with
blah blah blah … blah blah blah …
blah … Bob Loblaw
What I
heard
Slide 4
Slide 4 text
No content
Slide 5
Slide 5 text
4 types of problems
• Correct prior knowledge
• No relevant prior knowledge
• Some relevant prior knowledge
• Conflicting prior knowledge
Slide 6
Slide 6 text
Correct prior knowledge
Slide 7
Slide 7 text
No relevant prior knowledge
Existing
knowledge/
skills
Necessary
knowledge/
skills
Slide 8
Slide 8 text
Necessary
knowledge/skills
Some relevant prior
knowledge
Existing
knowledge/
skills
Slide 9
Slide 9 text
Conflicting prior knowledge
Existing
knowledge/
skills
Necessary
knowledge/
skills
Slide 10
Slide 10 text
Conflicting prior knowledge
Slide 11
Slide 11 text
Educating Customers
?
…
Slide 12
Slide 12 text
!
Educating Customers
?
…
?
!
?
Slide 13
Slide 13 text
Educating Customers
How?
• Improving
• Onboarding
• Training
Slide 14
Slide 14 text
Educating Customers
Considerations:
• Diversification / pathways
• Zone of proximal development
• Return on investment
Slide 15
Slide 15 text
Diversification / pathways
Slide 16
Slide 16 text
Zone of proximal
development
Existing
knowledge/
skills
Existing
knowledge/
skills
Slide 17
Slide 17 text
ROI
• Solution = zone of proximal development?
• Solution = relevant for multiple people?
Slide 18
Slide 18 text
WooCommerce Support
• Bug and UX fixes
• Documentation and video
• Support forums
• Tickets
Slide 19
Slide 19 text
Your software
• How/what to educate?
• Who to educate?
- Prior knowledge?
- Diversification
- Zone of proximal development
- ROI
Slide 20
Slide 20 text
Thanks for … blah blah blah
blah … Bob Loblaw
@jobtex | @WooCommerce | @Automattic