Summary
To improve the onboarding experience for new Studio App users, the team decided to migrate the Studio Help Center from BrickLink to Zendesk and upgrade the help content. We also saw this as an opportunity to step away from the BrickLink brand and design the Help Center using the Studio brand.
My role
I mainly collaborated with a small team that consisted of a UX designer and front-end developer in creating styles and patterns that worked well in Zendesk. Since the Help Center is one of the first products that would use the Studio brand, I was able to reimagine what Studio could look like on its own and play with the art direction. Additional deliverables include:
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Custom icons
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Annotated screenshots
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Social media assets
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Spec doc on how to use UI patterns in help articles
Constraints and challenges
The timeline for starting and launching the new Help Center was about 6 months. Using Zendesk to host the help articles meant that customization capabilities were limited. There have also been some inconsistencies between the copy and images used in the help articles because multiple writers were creating the content. Using the UI patterns consistently was also a challenge.
Outcomes and learnings
To address inconsistencies, the front-end developer and I created a document with references and when to use certain styles.
The new Studio Help Center received over 2K visitors within the first 5 days of launch. We heard no concerns from users, which is a great indication that we should continue focusing on the onboarding experience.