Lyft Business

In-product Support

How might we ensure access to help across Lyft Business products?

Overview

About this initiative

Lyft Business customers using a variety of web applications at different levels of provisioning needed right-place-right-time access to help. Whether we were introducing a new feature or aiming to mitigate common usability issues, in-product support was the practice of surfacing help access points.

Team: product design, PM, engineering, content specialist, product marketing, sales enablement, customer support SMEs

Process

Menu integration

Explorations for the introduction of a 'Support' menu item into the Lyft Business Portal. With a good-better-best approach, these three options offered links out to the new Support Center—as a standalone web property.

Support view

Rather than simply linking out to the Support Center, we also explored a devoted view (landing page) allowing more real estate for addressing alternate CTAs for specific issues.

Onboarding

Whether we were launching a complete redesign of a product or a minor feature update, onboarding and contextual help were considered in order to address adoption rates and measure engagement. From educational walkthroughs to tooltips to CSAT surveys, we aimed to use these patterns sparingly and effectively in anticipation of a release's learning curve.

Support proposal

In an ongoing effort to prepare for feature releases, I created support proposals detailing audience types and features sets affected—helping the team tailor any instructional messaging for internal and external content.

  • established pre-calculated moves as recommendations in the order flow which gave us an advantage over the competition
  • findings around factors (other than inventory) that contribute most to completion time
  • initiated and implemented operational process changes involving workforce training and protocol

Outcomes

  • Introduced Support Proposals to the product lifecycle
  • In-product linking to external knowledge base
  • Implementation of new user/feature onboarding walkthroughs
  • Implementation of contextual help access (tooltips, hotspots, etc.)
  • Implementation of CSAT survey and recommended strategy for monitoring