NurseGrid Support Library
NurseGrid Support Library
Challenge
1. Help nurses manage their work schedules.
2. Reduce the number of support tickets the Customer Success team received.
Solution
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Redesign the Support Library for NurseGrid users with easy navigation and clear language.
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Provide users an easier way to report and submit support tickets to streamline Customer Success team's processes.
What I did
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Created a comprehensive style guide for the Customer Success team, including specific colors, font, and overall tone.
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Rewrote and reformatted support articles to help users learn & leverage features successfully.
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Wrote a support ticket form for users that streamlined for troubleshooting purposes.
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Collaborated closely with Web Development, Product, Marketing, and Customer Success teams.
Deliverables
Support Article Style Guide and Template
Working with NurseGrid's Customer Success team, I interacted with our users more than anyone else. Everyday, I read and managed every kind of ticket; bugs, feature requests, questions, feedback...
A challenging part of the job was that a considerable amount of tickets we received were relatively easy problems to solve, but gathering the information we needed from the user to identify the solution proved to be difficult at times.
I KNEW that there had to be reasons why users were writing in, asking questions that should have easy answers. I looked to the NurseGrid Support Library and I found my reason
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The Support Library was an absolute MESS.
Inconsistent and clunky,
with unclear instructions and outdated content.
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I knew what had to be done.
I asked my manager if I could focus some of my work time on a passion project to clean up the Support Library. She gratefully approved and for the next few weeks, I got to work researching best practices for Knowledge Libraries, Information Architecture, and UX Writing.
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Taking everything I learned, I put together a comprehensive template to be adopted by the Customer Success team for support article revisions. I collaborated with Customer Success, Product, and Marketing to assure shared terminology and definitions were being used throughout the guide.
Click here to view a PDF of the completed template.
NurseGrid Support Ticket Form
A common issue that the Customer Success team ran into was users not providing enough information in their support tickets for troubleshooting purposes. Users were previously only directed to their default email program and an open type field.
To combat this, I recommended we create a form that would provide the Customer Success team with valuable information from the user up front. While we weren’t able to implement all of the support article changes before I left NurseGrid, we were able to implement the ticket submission form that I wrote and it significantly reduced the teams response time and number of messages exchanged between users and support.
Screenshot of Ticket Form:
Issue: Users would be unsure if they were free or premium members, meaning their employers paid for their NurseGrid account.
Depending on their account type, the troubleshooting solutions for their issues are different.
Solution: Require users to self-select their account type, and provide them the option "I'm not sure".
Issue: Users would submit feedback from a different email than the one associated with their account, creating confusion and difficulty with verifying their identity.
Solution: Clearly instructed users to provide the email address associated with their NurseGrid account.
Issue: Users did not know when to expect a response from the CS team, creating unmet expectations.
Solution: Provide clear information about CS hours and response times.