Redesign how users seek help and solve problems without leaving Lattice.
GROWTH
UX DESIGN
PROTOTYPING
COLLABORATION
My Roles: Product Designer, Product Manager, Product Marketer
Design Partner: Johanna Weintraub
TL;DR
Give Lattice users more self-service options to learn, saving time and money in the process.
The new Help Menu introduced several new ways for Lattice users to learn how to use Lattice with interactive in-app guidance, help articles, new feature announcements, and more without needing to contact chat support.
PROBLEM
With so many new features, Lattice was becoming overwhelming and user engagement was declining.
Lattice experienced an issue that many B2B software companies faced after hypergrowth - declining user engagement and customer retention. It’s a complex problem with many factors, but one was clear. As we had added more features, the platform grew more complex and difficult to understand. Users had a couple of options to solve this problem: contact customer support to get instruction, or simply stop using Lattice unless they had to.
Unfortunately, neither of those user behaviors were healthy for Lattice’s business, so we had an opportunity to create something new.
Unfortunately, neither of those user behaviors were healthy for Lattice’s business, so we had an opportunity to create something new.
SOLUTION
Completely revamp how Lattice users find information about features and get help in-app.
Wireframes: Taking inspiration from help menus from apps like Asana, Notion, and Loom, I put together concepts for what the menu might look like in Lattice taking into consideration the different areas of the app where help is already offered.
Final: Ultimately I landed on the bottom-right corner because we had already established a user behavior for seeking help with the in-app chat support that we could build on.
OUTCOME & LEARNING
Overall, the new help menu was received well. Users reported that it was much easier to learn Lattice, the customer experience team reported lower volumes of basic questions. Even the Design team appreciated that the new help icon took up much less space on pages.
Looking at the usage data for each of the modules, we learned that users were accessing non-chat resources about 30% of the time. This still meant that users were going to the help menu often to chat with support, but it gave us the opportunity to experiment with new kinds of guidance going forward.
Looking at the usage data for each of the modules, we learned that users were accessing non-chat resources about 30% of the time. This still meant that users were going to the help menu often to chat with support, but it gave us the opportunity to experiment with new kinds of guidance going forward.