UX Designer | Human Computer Interaction
Scholastic Help & Resources
Discovery Research
The Scholastic Digital Manager (SDM) is a platform for educators and students to manage and access their subscriptions for Scholastic digital applications.
The current Help & Resources experience is poor and the team doing the redesign had not yet been able to address this area.
I wanted to conduct discovery research to find out where the issues were and suggest possible solutions.
Initial Challenges
I interviewed a customer service rep to see what problems she was hearing about from our users.
Teachers and admins don’t recognize where to find the information they need
Teachers and admins don’t recognize where to find the information they need
Some information is completely missing
Changes to SDM will require new content
Information Architecture
Site Layout
Current Set Up
Digital Manager Log In Page
Help & Resources Page
User Flow
Clicks help link on any SDM page
⬇
Help page
⬇
Guide
⬇
Locate correct information in PDF
⬇
Follow instructions
⬇
Task complete?
Information Architecture
Site Content
Competitive Analysis
I chose six competitors that represented best-in-class examples of Help & Resources for websites with similar functions or users.
By comparing their features, layouts, and other elements, I was able to pinpoint several areas to guide future design.
Article pages answer specific question and link to other pages
Community forum
Persistent ? icon and integrated help experience
Central search feature
Help Center layouts use categorization and other common elements
Key Takeaways
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The most important thing is organizing our existing information in a more digestible way
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We need to update the content, layout and aesthetic to match our new SDM
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Future considerations: In-page help feature, actionable contact form, focal point search feature, Community feature
