Dropbox Help center
UX Manager 
PROJECT SUMMARY
MY ROLE 
As the UX Manager my responsibilities include gathering all research, organising workshops and setting up a 'CX Design Space', ideation, wire framing, prototyping, and UI design. I also helped the content team with Information Architecture / UX content strategy recommendations. We created customer journeys as well as reviewing the Information Architecture for troubleshooting purposes. I worked closely with other design teams (brand and product) to ensure we follow Dropbox's design guidelines.
PROJECT DURATION
12 months
PROBLEMS TO SOLVE
The main focus of this project is to improve usability, findability and readability of Dropbox's Help center. The site wasn't responsive until we launched the first version in April 2017. Making it user-friendly on mobile was a key priority. Help content is dispersed throughout different platforms, our goal was to integrate search and surface the most relevant, current and useful content to the users issues no matter where they were looking for it to help them self-resolve as quickly as possible.
GOALS
The main goal of this project was to help users find what they looking for as quickly and as easily as possible
UNDERSTANDING CUSTOMER SUPPORT JOURNEYS FOR DIFFERENT USERS
A key part of this project was to understand how different user types were accessing support, our goal was to help users self support where possible, improve our response time by linking all our platforms and highlighting social and community mediums to help direct people to form of resolution of their preference. 
HOMEPAGE DESKTOP
HOMEPAGE MOBILE
WHAT WE DID 
1. Stakeholder interviews and workshops
2. User Journeys
3. Heuristic evaluation
4. Research and industry benchmarking
5. Ideation and low fidelity wire framing
6. UI copy writing. (I managed the help centre content writer and mentored her in UX writing)
7. Final designs (I worked with the Brand Design team to complete final approved designs)

TOOLS USED
Sketch and Invision 
DELIVERY
Improved mobile experience.
Optimised search and integrated results with our Community Forum answers.
Help users continue their journey (finding more content or contacting us). Each page was to become a hub to direct people to the preferred medium.
Updated design to meet current Dropbox style guide.
Updated copy to ensure we are writing using easy and comprehensible language.
Review content architecture on home, article and category pages.
Prioritise and highlight biggest driving queries that could be resolved through self support.
Declutter and optimise to help the user reach a solution as quickly as possible.​​​​​​​
DESIGNING FOR SEARCH AND COMMUNITY ANSWERS INTEGRATION

Typeahead search on homepage to include breadcrumbs with clickable categories as well as community answers.

After testing several prototypes users expected to see a prominent search bar on search results landing page.

 We also integrated community answers.

At the bottom of every article we added related community answers. (Related Help centre content appears on the left side bar.) By having a search bar in the sticky navigation on all pages we're allowing users to return to search should they want too.

Data revealed that users started their journey on the Help centre in many different places, some came from Google others directly from inside the product. They were mainly landing directly on articles pages. 

We wanted to make sure that no matter where they landed they would be able to continue their journey, either to other content through search and navigation or access other support properties like Twitter support, community forum and  our troubleshooting tool.

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