Chat with Help Desk
Elevating user support with live chat from trial to full access
Total Reading Time: 8 mins
TYPE
Product
ROLE
Lead Designer
TOOLS
Figma, Intercom
TEAM
Product Manager,
UX-Leadership, Growth, Platform
YEAR
2024
WHAT I DID
Research, Testing, and Analysis
UX/UI design, Content strategy, Prototyping, Specs
Collaborated with visual designer to implement brand and design system guidelines
Led remote design reviews and brainstorm sessions with stakeholders and developers
Launch Strategy (i.e location, AI addition)
Collaborated with product advocate team on post-launch analysis to asses user reach
Led remote design awareness presentation with design team
Project Overview
Background
Chat with help desk was originally integrated into the global header and directs users to their email to contact an advocate, limiting interaction to email communication without real-time support. We needed to enhance the user experience by enabling instant, real-time chat with advocates, ensuring users receive timely assistance and support directly within the platform.
Goals
Identify a solution for users to receive real-time support directly within Alteryx Analytics Cloud Platform (AACP). We needed to ensure users can navigate throughout the platform and still obtain real-time support no matter where they are in their user journey. Communicate with all products to ensure user needs are met and designs are compatible across the suite.
Challenge: How will this feature fit universally within AACP? How can we enhance the user experience?
Solution + Prototype
Following comprehensive research and discussions with UX leadership and our cross-functional team, we had determined that enhancing the user experience requires a prominent placement of the chat icon in the global navigation bar.
The new "Chat with Help Desk" widget, powered by Intercom, is prominently positioned on the left side of the screen, allowing users to connect with a member of the Product Advocate Team in real time. All users have access to this feature, which also includes a comprehensive search function for documentation, the ability to chat with Fin (intercom AI agent), and updates on the latest developments within the Alteryx Analytics Cloud Platform.
Chat with Help Desk Access within Global Navigation
User accesses Chat with Help Desk
User starts a chat with Fin (Intercom AI Bot)
Fin provides assists to user after posing a question
User needs additional help from live advocate
Fin connects chat ticket with live advocate
User gets assistance from live advocate
Live advocate ends chat after successfully resolving ticket
Design Process - Highlights
Research + Product Knowledge
Within the Alteryx Analytics Cloud Platform, we utilized both Intercom (specifically for Trifacta) and WalkMe. To enhance the user experience, it was essential to understand the constraints of both tools and address any UI conflicts. I dedicated considerable time to analyzing and gaining firsthand experience with Intercom and WalkMe, which allowed me to identify common patterns and resolve conflicts effectively. During the research phase, I also conducted a competitive analysis to pinpoint pain points within these tools, which I aimed to address in my design for our Chat with Help Desk feature.
Creating a User Flow
After identifying potential scenarios, I created a user flow to ensure a seamless experience using the Chat with Help Desk feature. Some of the challenges I tackled included what would happen to the Chat with Help Desk widget when a new tab is opened and how a response is received after the user has logged off AACP.
Next Step
The final design was reciprocated well by stakeholders and the entire UX organization. I was able to hand this project off to PM and engineering in order to implement this design.
Impact
Chat with Help Desk was launched in January 2024 to all users. Between January - April an analysis was conducted to see the success of Chat with Help Desk and it revealed that usage more than doubled month over month.
Lessons Learned
Measuring Impact: Conducting post-launch analysis is essential to evaluate the success of the feature and understand user engagement, informing future enhancements.
Effective Placement: Strategic placement of features, such as the chat icon in the global navigation bar, is crucial for visibility and accessibility, leading to higher usage rates.
Stakeholder Engagement: Actively involving stakeholders throughout the design process helps align expectations and secure buy-in, which is vital for successful implementation.
