Help users help themselves – video support

Michael Payne | May 11th, 2007 |

With Intervals one of our assumptions is that users would rather find help themselves instead of having to contact us for support. This is part a product of good interface design and straightforward functionality, but sometimes things go bad or some help is needed to show the full benefits.

I know that I will do all I can to find help myself. I will search support, Google, IM friends, etc. before starting a trouble ticket. I really would just rather figure it out myself if it is not a huge time sink. You really have to pull my teeth to get me to call someone and if they only offer phone support I am generally unhappy with the experience. I can get a lot done in 20 minutes instead of being on hold.

We tested a single video placed inside of Intervals for best practices with a given feature. We received such positive feedback from it that we are actively working on layering in additional video support.

Here is an example of what we are working on. This video isn’t fully polished just yet, but it gives a pretty good idea of what we are trying to do:

Leave a Reply

Intervals Blog

A collection of useful tips, tales and opinions based on decades of collective experience designing and developing web sites and web-based applications.

What is Intervals?

Intervals is online time, task and project management software built by and for web designers, developers and creatives.
Learn more…

John Reeve
Author Profile
John Reeve

John is a co-founder, web designer and developer at Pelago. His blog posts are inspired by everyday encounters with designers, developers, creatives and small businesses in general. John is an avid reader and road cyclist.
» More about John
» Read posts by John

Jennifer Payne
Author Profile
Jennifer Payne

Jennifer is the Director of Quality and Efficiency at Pelago. Her blog posts are based largely on her experience working with teams to improve harmony and productivity. Jennifer is a cat person.
» More about Jennifer
» Read posts by Jennifer

Michael Payne
Author Profile
Michael Payne

Michael is a co-founder and product architect at Pelago. His contributions stem from experiences managing the development process behind web sites and web-based applications such as Intervals. Michael drives a 1990 Volkswagen Carat with a rebuilt 2.4 liter engine from GoWesty.
» More about Michael
» Read posts by Michael
Videos, tips & tricks