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Help Center Specs

Help Center Updates

Context:​

What is this project about?

High level overview of the project.

What problem does this solve for users?

The Zendesk widget on standalone has not been very effective in providing support to our users and is limited in customization options. It only supplies default links based on the URL and it doesn’t provide all the available results when searching. It’s also very difficult to contact support if a user does not find an answer to their question. Additionally, users are often writing into support for feature requests so we’d like to bring back and promote our feature request system to deflect these types of tickets coming into support. Lastly, the Help Center UI needs an update to be consistent with last year’s branding refresh.

What have we hypothesized is the way to solve this problem? (What other ideas did we have, but decide not to pursue? AKA, why this solution?)

We are going to remove the Zendesk widget from standalone and instead send the user to our Help Center which will be redesigned and optimized for search and browsing as a part of this project. We explored embedding our help center on standalone in place of the zendesk widget but due to technical limitations it was decided that it would be better to open the help center in a new tab. We will also be adding a contact support button for high priority users. We discussed making it accessible to all users but there was concern that it would overwhelm our support team so instead we are only adding this option for high priority users.

What do we expect solving this problem to do for POWR? (ties into success criteria)

We believe this will provide our users with a better overall support experience that will streamline access to our support team for high priority users and allow all users to submit feature requests.

People involved

Sunil

Kelsey

Aigul

Pilar

Which app(s) and platforms does it affect?

All apps and all platforms

Which users does it affect?

All users will experience:

  • The removal of the Zendesk widget on standalone.
  • Clicking “Help” in standalone will open a new tab that navigates to the Help Center.
  • The new “Feature Request” link in the Help Center.
  • The updated design of the Help Center.

High priority users will experience everything above and:

  • A new contact support link in the Help Center navigation and
  • A contact support section will be added to the bottom of the Help Center page.

How is it being rolled out?

Is it an A/B? If yes, which users will see it? Are we doing a phased rollout? Are there any user groups who require different messaging (e.g. logged in users vs logged out? New vs existing users? etc.)

What needs to be communicated to wobblies?

Do we need to send any emails, in-product updates or notifications to wobblies about this update?

An in-product update to inform users about the feature request system.

Expected launch date

TBD - Sometime in Q2

Success criteria

What is our measure of success for this launch? Who, where and how are we tracking it?

A decrease in support tickets

A decrease in feature requests coming through as support tickets

Mocks:

Help Center Mocks

BDD Specs:

Scenario: Remove Zendesk widget from standalone

When the user clicks the “Help” button

Then they will be redirected to https://help.powr.io/hc/en-us

And the Zendesk widget does not load on the page

Feature: Updated Help Center Design​

Scenario: Any user navigates to Help Center

When a user navigates to the Help Center

Then they will see the new updated design

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Feature: Dynamic Content​

Scenario: User navigates to Help Center

Given that the user is logged in

When the user navigates to the Help Center from standalone

Then pass the following details into URL params:

` &platform={CURRENT_USER.platform}

&user_score={CURRENT_USER.user_display_score}


&user_id={CURRENT_USER.id}


&email={CURRENT_USER.email}


&premium_status={CURRENT_USER.user_has_active_pro_subscription}


&app=[parent app type of most recently **viewed** app]*

` *Examples:

  • user views powr.io/plugins/contact-form/standalone → app is formBuilder
  • User views powr.io/plugins/contact-form → app is formBuilder

Scenario: User sees personalized content

Given a user navigates to the Help Center with params passed into the URL

Then the information from the params is used to display dynamic content on the Help Center:

→ Display the category for the passed in app as the first category card:

alt_text

→ If the user’s score is above 5, the link to contact support will display in the navigation:

alt_text

→ If the user’s score is above 5, a contact support section will be displayed at the bottom of the page:

alt_text

*Note: The logic for this needs to be added to Zendesk directly via the Theme Editor > Edit Code: https://help.powr.io/theming/workbench SYNC WITH KELSEY BEFORE WORKING ON THIS. There is a chance if Kelsey gets to this first that she’ll be adding a new Theme to the Help Center and we’ll want to use that one for setting up the display logic.

Feature: Feature and App Requests​

Given is user is on the Help Center

When they click “Feature Requests” or “View Feature Requests” then they will be navigated to powr.io/feature-requests

alt_text

Feature: Bug Banner​

Scenario: Displaying a bug banner when there is a known bug

Given that our team is aware of a bug and working on a fix

When a user navigates to the help center

And is on the main page or contact support page

Then a bug banner will display below the navigation

alt_text

Ideas for banner text:

  • [Article Title]. Track this issue here
  • There is a known issue affecting POWR. Learn more and track this issue here
  • POWR status is affected by an issue. Track POWR status here