With the success of walkthroughs in Free Trials , we knew we needed to bring them to our existing customers in addition to our prospects.
When kicking off the walkthrough authoring project, we felt that it was important to have clear goals for project. Based off the knowledge of our user-base, we didn’t expect our users to spend more than 10 minutes trying to make a simple five-step walkthrough.
To help our developers get started with the basic architecture, I created multiple flows to show the pros and cons of various starting and end points.
We also studied how our customers and doc writers currently created walkthroughs, and we found that their existing mental model consisted of taking screen shots of UI, making lightweight annotations, then exporting as a PDF.
Our hypothesis was that if we created a tool that let users record the steps in their flow, add text, and save the walkthrough. Using this method, we wanted to match our user’s mental model, while speeding up the time to create one.
I quickly sketched out some ideas for how we would be able to an interface for recording steps.
To get a sense of whether we were headed down the right path, we showed potential users and internal doc writers three different flows and nearly all of them had a preference for the record first method.
I created some high fidelity mocks to help guide our developers while they discovered just how feasible it would be to create this tool.
Our early hypothesis was that if we created a tool that let record the steps they took, and then had them add test before creating their walkthroughs, we could match our user’s mental model while speeding up the time of creation.
Unfortunately, we found that some key features of the current design would not be possible to be created in the first version.
This technical restriction actually helped us focus the experience down to just the most essential parts: starting and stopping the recording and showing the number of steps created.
I produced redlines to help the developers build the final experience.
Finally, I built a fully interactive prototype and an animation to help onboard new users. Please contact me if you would like a demonstration.