Knowledge Centre & App Tour
Morgan
We have completed some further planning and research for the Learning/Knowledge Centre and App Tour components necessary for launch.
Learning/Knowledge Centre
We recommend this be built within the Wordpress website so that your team has a single place to manage and update non-app content.
For phase one, in the interest of being ready for launch, we propose a simple structure of categories and sub categories that will allow user to navigate to the desired content. This will involve a new content type and taxonomies within the website to allow knowledge centre content to be related to each other and suggested to users in context.
As the knowledge centre gets built out we can adopt advanced search or additional features at a later phase.
All of this can be achieved within the Wordpress website. Can you confirm that all of this content will be publicly available, or will all or some of these be gated for subscribers?
We will prioritize the subscriber side knowledge centre for launch, but also suggest building out a similar resource for admin users and SMEs. This portion should likely be gated for only active admins and can be tackled once the subscriber knowledge centre is complete.
Below is an outline of the content we have identified as required for phase one. Naomi and I will be prioritizing the items in the list and creating draft content as soon as possible. Upon your confirmation we'll propose a schedule and process for your review of the proposed materials.
https://docs.google.com/document/d/1v0YgOERjYcDwH0PHDvDnKwZhGTqF7h5akbgnX4irVQ8/edit?usp=sharing
App Tour
There are MANY services available for this. We have narrowed down a list based on which seem to have the appropriate features and are user friendly.
The most critical features for launch will be the guides/walkthroughs and in-context tool-tips, but these tools also offer additional features for measuring usage or feature adoption and/or capturing user feedback.
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Pendo
- Use analytics to understand what users are doing as they navigate through the application
- Use in app servers to increase feedback about their experience
- Create guided walkthrough for onboarding/new features
- Capture feedback for future development roadmap
- Create a product roadmap to plan for the product strategy
- Integrations with WP knowledge base & helpdocs
- Price: Free - or need to contact for pricing
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Appcues
- Create an onboarding flow to educated and guide users
- Create contextual prompts and walkthroughs of new features
- Gather feedback to direct product development decisions
- Deliver in product announcements or promotions
- Provide contextual support and information within the app
- Price: $249-879 monthly
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WalkMe
- Supports web, mobile, and desktop applications
- No coding or R&D effort required
- Powered by advanced artificial intelligence
- In-depth user behavior analytics
- Intuitive in-app experience Editor
- Enterprise-grade security
- Guide users through any process just like a GPS
- Validate text entry to reduce errors and improve efficiency
- Cover processes that include logic, branching or even move between applications
- Eliminate training when updating processes and releasing new features
- Price: Free - Custom enterprise
I have reviewed what is required for installation at a high level for each and it seems to primarily involve adding code snippets to the pages of the application, but I encourage having Ketan review before we select a tool.
Content for the app tour will be supported by the full content in the knowledge centre.
Let me know if you'd like to discuss further.
Mel
The overview above looks great. Let's get started.
Publishing the content through the Wordpress website is a great idea. As you've suggested it will give us more flexibility in managing the content, and it will also avoid adding additional work to DevIT.
I have no issue making all the Learning Centre content publicly available. If anything, it would serve as a marketing tool and improve our SEO.
That's a good idea on building an SME version as well. However, I would want this version to be only accessible to admin users via the Admin site.
The outline looks like a great start.
Regarding the app tour. All three options look great. As you've suggested, we'll have to discuss with DevIT and determine which option makes the most sense from a technical perspective. Also, I'm very conscious about protecting the privacy of our users' data and searches within the application, so we'll need to ensure the option we chose has strong security and privacy controls. Note that this may involve vetting the license agreements with our privacy lawyers.
Thanks,
Morgan