TechSmith User Community
// ROLE
UX Researcher, Project Manager — User Interviews, Wireframes, SCRUM Meetings
// PROBLEM STATEMENT
How might we design a Community Support page for TechSmith that improves user experience through focus, connection, and highlighting critical information?
// TEAM
McKenzie Collier, UXR
Aidan Delfuoco, SWE
Alicea Heady, UXD
User Research
This project required extensive user experience research to be conducted through interviews and field studies. The data gathered had a strong impact on how our design decisions were informed during ideation and finalizing the deliverables.
// DEFINING USER EXPECTATIONS
Users of this community page want to connect with other people using the platform!
They want to ask other users and current employees how to use apps or features if they are confused!
Stay notified about updates for each application
// QUALITATIVE DATA
Snagit is the most popular among users
Information Hierarchy
Most common question from users: "How do I do this?"
Announcements are more important than featured posts
// FOR THE NEW USERS
Welcome Center
When users create an account they will see a Welcome Center section which will provide a video walk through
Announcements
Users will see basic information and announcements about TechSmith and their products
// CURRENT USERS
Most Used Products
Apps will appear from most to least used programs
FAQ Section
All users with or without an account will be able to navigate a frequently asked questions area to use the programs on a basic level
New Wireframe
// VIABLE NEXT STEPS THAT FOCUS ON VISUAL DESIGN
Recent Activity gets removed to become the FAQ
Featured Posts gets changed to become the Important Announcements
Add visual appeal with imagery
Prioritizing visual changes over complex backend changes is cheaper and easier