Training
Part of a Content Designer's job is to facilitate the transmission of knowledge. In a context where multiple areas talk in different languages, provoking a sense of unity is the ideal way to achieve business goals.
Training - CondoConta
The internal solidity of a company translates to the access that different areas have on information regarding the product, processes and goals.
Without clearly understanding what the business goals are and how your role influences them, it is difficult to modify pointers and bring results. Therefore, building training materials and dynamics in a simple language proved to be one of the short-term actions that would bring the best solutions, and which still manages to be developed in the long term.
Collecting insights
Before building a knowledge base, we needed to create a unified speech that would be reproduced both in support materials and for the customer contacts in the sales, CS and support teams.
On that note, we started the research process with a Product Storyboard dynamic, which aims to create the storytelling of a product and build a solid sales pitch for conversion.
After the speech construction, we set out to map the main questions of the clients. We design the delivery process and gave free access to the timeline for team tracking.
With Product Managers, Product Designers and operational leaders from areas with greater client contact, we mapped the main questions to build CondoConta's internal FAQ.
The FAQ structure was reproduced for all other internal materials, and the points of doubt in the app were exemplified through images so that the team knew how to guide customers' doubts.
The continuous mapping process was created so that the document remained alive and updated, covering all the main questions whenever there were changes in the product experience.
Building an FAQ
After clustering the questions mapped, the responses should reflect the previously defined Voice and Tone. The information was reviewed by Product Managers and developers, and then assembled into a structure that allowed constant access by all teams.
Confluence was the tool chosen to store the FAQ content. The teams maintained access constantly since they needed to consult other materials already present there, so the logic was to keep the repository and update the model.
In order for us to keep updating the FAQ, all thas was needed was to post the new questions in the comment section. Questions were reviewed and inserted into the material, then sent to team leaders to pass along at Slack channels.
The Empathy Map set the main perceptions of the product and allowed the speech construction to remedy the specific pain points of customers.
Is a FAQ enough?
No. The knowledge transmission needs to be given in various formats (documents, videos, questionnaires, etc) for maximum access.
But an FAQ is a great way to start. After that, a good idea is to record a video talking about a certain stage of the product and explaining the operation of some feature that may cause doubt in users or even internally.