Building a Better Help Experience

help.braintreepayments.com today.

How we define and measure success

The help form suggested docs links.

2018 successes

Experience improvement metrics over the last year.
Graph showing improvements to help success interactions over the last 12 months. Individual metrics contributed heavily to this success.

Learnings so far

Help in 2019

Baseline metrics and expected improvements.

Ideas & mockups

Detach issue selection and form filling

An example of how we could introduce users to the help process.

A smarter selector

An example of how we could surface common issues.

More robust resources

An example of how we could show suggested documentation.

What’s next

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Design, data and delicious things.

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Craig Wattrus

Craig Wattrus

Design, data and delicious things.

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