iRobot — Product Education
Ongoing product education and support content, including user manuals, play a crucial role in ensuring a positive user experience and maximizing the value users derive from products, while also reducing the customer support burden. These initiatives are integral to creating a positive and supportive ecosystem around iRobot products, making them exciting and impactful.
My Role
As the Lead UX Designer for Out of Box Experience (OOBE), I create user-friendly copy and technical illustrations and manage the complete life-cycle of product documentation.
UX Designer
UX Writer
Technical Illustrator
Visual Designer
Problem Discovery
Product Support Accessibility — In cases where users are without a physical user guide, accessing support and help information can be difficult in the existing experience. The current experience relies on PDF copies, resulting in suboptimal mobile viewing.
Comparative Research
I conducted comprehensive research into industry-leading approaches utilized by companies such as Levoit and Garmin. By analyzing their strategies for providing user guide content within their apps, I gained valuable insights into effective design principles, content organization, and user engagement techniques. This research not only informed my approach but also inspired solutions aimed at enhancing the overall user experience.
Solution: A Digital User Guide
I led the initiative to transition product documentation into a digital format. I also performed extensive research to acquire and integrate a Component Content Management System (CCMS) for automated cross-platform content publishing, ensuring consistent and accurate information. This solution enhances production efficiency and enables the creation of a mobile and desktop-friendly digital user guide.
Key Insights & Takeaways
Explorations into translating printed user guide content into the app and digital formats were crucial. Emphasizing simple formatting, the focus remains on mobile platform readability and integrations with CCMS to ensure easy syncing and scalability across different platforms, contributing to a consistent, seamless, and user-friendly experience.
Learning — Stay curious and adaptable, continuously learn about new technologies, and be proactive in integrating them into the design process.
Figma
Rhino 3D
Adobe Illustrator
Adobe InDesign
Wireframing
Prototyping
UX Research
Design Thinking