When more isn’t necessarily better
When it comes to in-app help, the last thing companies want to do is overwhelm users with too much information, or make it difficult for them to find the resources they need. But what if you could tailor support to a user’s exact needs? Pendo makes that personalization possible.
As the in-app help administrator at Nelnet Business Services, one of Liz Feller’s main goals is to ensure users have the help content they need at specific times of the year. Since usage of the company’s payment technology and community management solutions is so seasonal, many of Nelnet’s users don’t perform certain tasks in the system every day, week, or even month. In order to surface the appropriate help at the right time, Feller and team started leveraging onboarding checklists in their Pendo Resource Center and used segmentation to show specific checklists during certain timeframes.
While this in-app help content was useful, Nelnet worried they were offering too many checklists, making it difficult for users to find what they were looking for and risking the possibility of showing a user content no longer relevant to their role. It was also very time-consuming for the team to publish and disable the guides and Resource Center modules, and each one required an additional announcement that cluttered the product’s UI.
Nelnet Business Services は、このリソースを提供しながらも、ユーザー固有のニーズに対応し、ユーザーが自分の体験を管理できる方法を模索していました。
ユーザーの条件に応じたアプリ内サポート
Feller set out to create a customization center where, at any time, a user could go in and decide which checklists they would like to display in their Resource Center. She configured this using Pendo in-app polls, allowing users to “Hide” or “Show” each of the checklists that are available to them. For example, some of the polls are tied to certain times of the school year, so users might choose to hide end-of-year checklists until the Spring. Feller shared, “It’s really giving our individual users more control over what they see and what they don’t see—they can show and hide things based on when it makes sense for them and for their institution or their account.”
投票が送信されると、ガイドにはユーザーのブラウザを自動的に更新し、変更を即座に反映する手順が含まれています。「リソースセンターに戻ると、選択したチェックリストが利用可能になっていることがわかります」とFeller氏は説明しました。「もし気が変わったら、戻って［リソースセンターをカスタマイズ（Customize my Resource Center）］をクリックして、もう一度プロセスをやり直すことができます。」
In order for each user’s choices to display correctly, the Nelnet Business Services team had to include two layers of segmentation: showing the checklists someone had selected to show within the last day, and not showing the checklists someone had selected to hide within the last day. This way, Feller ensured that the Resource Center customization would reflect a user’s most recent choices.
Before releasing this new Resource Center functionality, Feller made a point to first release it internally and collect feedback from their operations team. “We got really positive feedback [from our operations team] and they were able to use it well, and I think exposing it internally first really helped drum up excitement for the project,” said Feller.
これまでのところ、Feller氏とそのチームは、改良されたリソースセンターの設定に対して大きな関心を寄せています。これらのアップデートは、よりパーソナライズされた体験を提供し、エンゲージメントを向上させるだけでなく、Nelnet Business Servicesチームの負担を軽減しました。
Feller氏は、これまで新しいチェックリストをユーザーに知らせるためには、手動によるメールでのコミュニケーションとリソースセンターでの広範な発表に頼らざるを得なかったと述べました。「今では、多大な労力をかけてエンゲージメントを期待する必要はなくなりました。ユーザーが本当に利用したいものを自分で選択してもらっています。」Feller氏は続けます。「また、私たちが持っているさまざまなリソースもすべてユーザーに公開しています。これは多くのユーザーが、さまざまなチェックリストを利用できることに気付いていなかったからです。」
