Contextual Help: Getting Stakeholder Buy In

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Background

We were faced with the challenge of re-orienting existing customers to a new interface after porting features to a new application. With tight deadlines and an eye on future scope, my intention was to design a scalable ‘help’ framework, starting small while meeting stakeholder expectations.

To facilitate a seamless on-boarding experience, our stakeholders asked us to build a one-off guided tour which they had pre-defined.

As our design system did not have an existing pattern for guided tours, and our development team was working under very tight timelines, I took a step back to re-frame the problem at hand. With an eye on future scope, rather than designing a static solution, my intention was to design a scalable framework, starting small, yet meeting basic stakeholder expectations. In parallel, I also considered a reusable solution that could be leveraged by other teams.

My role

I was the Senior Product Designer assigned to this project. I took the project from problem framing, through concept development, peer review, and finally stakeholder review.

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