Case study: How we delivered a seamless in-product help experience¶
Description
At Automation Anywhere, we realized we had a problem. When users needed technical content while they were using our products, they were being shifted out of the product and navigated to our documentation portal in an external browser. This created a fragmented journey that disrupted the seamless product experience we wanted for our customers.
So, we embarked on a project uniting the power of our UX and docs groups to streamline the user experience and deliver all the product information our users needed from right within the product. Our vision was to deliver exceptional contextual user experience in line with Automation Anywhere’s high standards for CX, that would ultimately increase product adoption, customer satisfaction and growth.
I’ll share the steps we took to bring this vision to life. I’ll explain the process, tooling and internal collaboration required to create a unified experience for users. I’ll also reveal the productivity gains we achieved by reducing our reliance on our development group, as well as digging into the results we’ve seen so far.
- Conference: Write the Docs Portland
- Year: 2024
