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Help Centre for ERP
(Next Learning Platform)
Hyderabad (2020)
Overview
Overview
Designed a contextual, in-product help centre for NLP-ERP (Next Learning Platform – Enterprise Resource Planning) system to reduce user dependency on customer support and improve feature discoverability across a complex enterprise system.
The help centre was accessible both as a standalone website and directly within the product, allowing users to get relevant guidance without breaking their workflow.
Process
Process
Research
Research
Research was done with the customer support team and the sales team to understand the support
system in place
User Problems
User Problems
Analysis of customer service reports revealed three key problem categories
Having a look at these issues received from the customers was important to understand and measure the importance of having a Help Centre and how it would impact the works once the users will start using it. The product version itself was changed entirely and users were re-trained for it, so for the traditional method of sending company representatives to train users, which if needed anyways, having a help centre would certainly reduce the workload for them as well.
User Personas
User Personas
Content Modelling & Information Architecture
Content Modelling & Information Architecture
The help centre architecture was designed to match the product architecture, making it intuitive for users to navigate.
Reference
Reference
A secondary research to understand the categorisation and presentation of help articles of complex enterprise systems
Navigation & Organisation
Design & Layout
Wireframes
Wireframes
Website
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Search
After the website design, the help centre features were also integrated with the product on every page. NLP’s design already had the affordance for having a help icon on every page and hence the architecture was built for such an addition.
High-fidelity Screens
High-fidelity Screens
Key Design Decisions
Key Design Decisions
Results & Impacts
Results & Impacts
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