ASSIST Help Module Research
The Problem
ASSIST is an acquisition service within GSA, Users groups range greatly however all have access to the broken help module. Help in it's current state is - Broken entirely, search feature is non-functional and not an open search - Not 508 Compliant - Over 600 documents missing tracking information - Almost all documents are mislabelled, etc. - Support users who manage the content, aren't able to easily upload, update documents or track past updates
How may we? - Make the search feature functional again - Make the design 508 Compliant - Streamline the document upload process - Create a way for support users to manage documents easily (Update, check new updates, etc.) - Add innovation to help
Identifying the problem after various conversations with stakeholders, and users Then taking those pain points and having an ideation/brainstorm session to figure out potential solutions and new features.
Competitive Analysis done on the existing help module Competitors - Google - Amazon - Paypal - Login.gov
Final Solution
The Future State
The proposed flow for the future of help addresses many of the structural issues to help. Design solutions are also part of this and many iterations were done.
