Help Center
Background
As we work toward merging the two apps, we need to understand how we can create a unified help experience that supports both the purchase and post purchase journeys.
The home app (left) has a get support tab that focuses on getting support post-purchase.
The retail app (right) has a help center that focuses on the getting support during the shopping experience with a section for help and support that directs the user to either call or download the home app.
With the merging of the two apps we need to combine these two experiences.
Home App
Retail App
Research & Problems:
Home App – Opinion Lab Data:
Can’t find Chat:
~20 comments specifically about not being able to find where to go to schedule an
appointment
Retail App – Opinion Lab Data:
NARROWING DOWN COMMON PROBLEMS AREA
Top 15 chat Intents:
Top reasons people start a live chat are:
Opinion Lab
Help with a computer problem
Non-specific Geek Squad plan inquiries - ex: how to use it or when it expires
Tracking an order
Requesting a price match
Questions related to buying an item - ex. which one to buy, compatibility, transaction questions
Best Buy account-related questions – ex. password, address on profile, email on profile, etc.
Top reasons customer calls Best Buy (Jan 2021 to Dec 2021):
Analytics Data:
Information Architecture
MVP Version:
Released on Nov 2020.
This new design helps customers a lot to get support. Engagement rate increases to 33% and reduces number of BBCC calls to 20%.
Next Version:
Even though we have 33% engagement rates with the new design, we have 67% exit rate which is higher. How can improve our experience.
Overall customers clearly understand help center content and values
“It is very self-explanatory” “I like how it's not overwhelming with options.”
“It doesn't make me feel like I'm lost anywhere.”
“What stands out to me is the simplicity of the page, How easy it is to read and or digest.
Analytics Data
Number of visits to the new help center has been increased.
Competitive Analysis
MVP Version 2
Added search prioritized the content based on analytics data and addressing major customer problems. This helps in high engagement rate from 33% to 48% and thus reduced exit rate by 15%.
Next step will be adding contextual and personalized experiences which helps customers to support on their journey.
Accessibility Annotations
Inclusive experience is one of major focus. Accessibility annotations helps users with disability can also access the application easily.
