| The
Challenge
Our client recently deployed a support wiki, designed to fill a knowledge gap by providing up-to-the-minute technical support information to their staff and customers. The purpose of the wiki was to allow users to collaboratively create and edit content, and enable them to self-provision technical support – solving their own problems and resulting in a reduction in service requests for support staff. Users accessing the wiki needed to be engaged and have a sense that the content was readily accessible and comprehensive. However, the site’s navigation was somewhat cumbersome and the amount of content was overwhelming, which our client feared could potentially prevent users from using and returning to the site.
The Solution
To improve the usability and increase the interest and use of the wiki site, Maher & Maher developed a series of flash-based, narrated tutorials that were broken into knowledge objects. Wiki users were provided with basic bite-sized information on various topics, as well as step-by-step instructions on how to accomplish specific tasks within the wiki site.
Tutorial-based “help” was embedded within the site’s navigation, making learning a natural part of the user’s site experience and integrating access to help features as a part of the normal work process for using the site. Access to just-in-time information means faster learning and less searching. A drop-down menu was also added that allowed the user to choose from various help topics. Maher & Maher’s design included an option for users to choose one or all of the topics without ever having to leave the wiki page.
A full set of interactive tutorials were integrated into the revised support wiki and deployed internationally, enhancing the client’s self-provisioned service objectives.
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