Improve UI on Support Homepage
Problem
As with any customer, the support’s homepage is likely the first page I would look for help.
Reviewing the support’s landing page we have at https://support.gitlab.com , it does not appear we have enough information on the page to help customers.
When a customer submitted a ticket, at times they are able to resolve it themselves by finding the solution in our docs.
Proposal
Working doc for reference: https://docs.google.com/document/d/1S23xwvabY_L28PaL3G1IGZjipqgytg8vKSDZmMJp6jI/edit?ts=5de8298c#bookmark=id.zgb7vvjioqgo
A revamp to the support’s homepage to help our customers find information related to their issue. This also aims to increase self-served customers while being able to utilize our docs better using improved navigation to available resources.
I created this issue so our team can iterate on the best approach on the user interface on how we can make it intuitive for our customers.
I came up with the following where:
Header:
- We make the doc’s search box stands out as the first option to find solution to their problem by making a masthead design with a larger search box.
Content to include:
- GitLab.com Docs
- Server Status - visibility on GitLab.com server status with a twitter feed integration from status.io.
- Billing/ Licensing Issues. Links to customer portal, Docs, FAQ
- Community Support / Support Forum - which are useful for
free
customers. - Support Options (learn more about support?). Links to support page, scope/statement of support
- Recent updates from twitter - gitlabstatus - status.io
-
Support Suggestions
- articles on common topics/errors where these links to the docs as suggested by @tatkins . - Link to the
Contact Us
form.
Design
Initial mock-up which I have only created in a photo editor. After reviewing Zendesk template, it appears that the layout can be easily change to reflect the following:
@lisvinueza will work with me on the revamp. She has done a lot of work in the workflow of our customers in the support forms which would play a big role in the usability of the support homepage interface.
Things to consider
- add link to "writing a good ticket": https://about.gitlab.com/support/#working-effectively-in-support-tickets
- contact sales: #1915 (comment 243737462)
- adding what Free users can submit: #1915 (comment 241104663)
Actions required
-
Request sandbox access to look into the support form workflow. -
Review templates in Zendesk on what can be possibly be done. -
Managers approval on the design. @gitlab-com/support/managers -
Manager: purchase ZD theme -
contact digital marketing team on assets/feedback? -
implementation via ZD theme repo -
push to sandbox -
review by team, UX?, digital team member? -
push to prod
Relates to:
https://gitlab.com/gitlab-com/support/support-team-meta/issues/1853
Goals
- Satisfying customers with an intuitive approach.
- Adaptation of new design to all device screen sizes
- Reduce un-necessary tickets where solutions can mostly be found in the docs.