Defining and Solving Problems
New B&H Help Center Upon all this knowledge, insights, and research, I built wireframes and prototypes. The stakeholders were involved through out the entire process so everyone felt invested in the project. Also, the Help Center touched every department at B&H, so their input was essential. The prototypes were tested several times along the way. Sometimes for placement of items or even just word choices. We looked to solve all the big and little problems along the way. Here are the main pain points we looked out for:
Discoverability: I wanted to expose all the options, but at the same time not overwhelm the user with to many choices. So I developed a multi-tier hierarchy. The top 5 most requested things lived large with icons (I designed in Adobe Illustrator) on top. Then the lesser options lived on bottom with smaller icons. And then finally everything was exposed in a footer like design with just text links.
Second and third tier navigation
Quicker Answers: The 500 live chats and interviews with customer service gave me the info I needed to develop the 125 questions in the FAQ section (new to the Help Center). Customer Service than answered all the questions. We also added a HELP ME section, which is quick links to most requested activities (new to the Help Center as well.)
Getting Expert Advice: An entirely new section was added to the website, The Expert’s Page. It features experts of every department for product advice. It’s been a huge success for B&H. We’ve even had companies of products we sell call us to ask us questions about how their own products work with other systems.