Help system
single project
september 23 to january 24
under the supervision of Maren Schlatter
At Mineral Minds Deutschland GmbH, I designed a help system for their platform. It includes various elements that quickly provide users with answers, such as a list of frequently asked questions and their solutions, as well as a search function that allows users to find specific help articles. Additionally, users have the option to contact their responsible case owner for further assistance.
To start the project, I began by gathering inspiration from existing help systems. I analyzed the elements these systems include, how they are structured, and the methods they use to support users effectively. This research helped me identify best practices and understand user needs, which guided the design process for the help system at Mineral Minds Deutschland GmbH.
research
Building on this, I created initial wireframes to visualize potential layouts and functions of the help system. These sketches helped me establish the basic framework for user navigation and make early design decisions. My goal was to develop a simple, intuitive solution that makes it easy for users to quickly access the information they need, ensuring a seamless and efficient user experience.
wireframing
Once the layout was finalized, I moved on to creating high-fidelity user flows. These flows mapped out every step a user might take when seeking help. With these high-fidelity designs, I was able to proceed with user testing. This phase was crucial in validating the design choices and gathering feedback from the user group. The user tests were designed to assess how easily users could navigate the help system and find the information they were looking for, ensuring the design was intuitive and effective.
user testing
With the collected insights, I began refining the design to address the feedback from the user tests. By implementing these changes, the help system became more accessible, intuitive, and better aligned with the needs of our user base. The next step was to conduct another round of user testing to validate these adjustments and ensure that the design was truly optimized for the intended audience. After several rounds of gathering feedback and refining the design, the final result was achieved, which looked like this:
result
Looking forward, the next goal could be to include a short video explanation within the help system or integrate a chatbot that can assist with unanswered questions. These additions would further enhance user satisfaction by providing more dynamic and personalized support, making the help system even more responsive to user needs.
