I am reviewing how to provide the best support to old and new users within the application.
The challenges are:
- Onboarding of new user
- "Continuous discovery" of useful features for experienced user
Here are some thoughts. I'm happy to read your take on them!
- My favourite kind of help is where I need it, but not in the way.
- I do not like "walk me" highlighting a part of the screen and I have to click "next". They often lack context and relevance to what i'm trying to do.
- I like a good "blank slate" when reaching a page without content yet, to explain me how it works.
- Sometimes i like a video, but sometimes I prefer a text. I don't always have my headset ready and can't play sound.
- I like when i can get in touch with a real human being. I don't like when real contact details are so hidden they can't be found.
- I like trying to figure out things by myself before reading / watching a help piece. I don't like when the help completely disappears after a while and is hard to find.
And you ? How do you best learn how to use a new application ? Or get better at another one?