Google Drive sync client troubleshooting content
Problem
Google Drive had two sync clients, and they were replacing them with a single client. However, the existing content for user experiencing sync issues was out-of-date and ineffective. It didn't offer users a clear way of solving their issues on their own. Customer satisfaction was about 25% at the time of the project.
Press release of product launch.
Objective
Redesign the article from a table listing errors to an action-oriented Choose-Your-Own-Adventure style page, offering clear guidance and instruction for users experiencing sync issues. We aimed to increase customer satisfaction and include new ways for users to self-serve.
Timeline
April-July 2017
Stakeholders
Product Designer, Product Support Manager, Platforms Specialist, Product Engineer, Legal Counsel
Strategy
If a user experiences a specific error message, with a link to our page:
User finds their error on our page, and opens the collapsible content.
Content directs them to take one or more specific actions, depending on the error.
If their problems persists, they are invited to submit error logs directly to the product team.
If a user is experiencing a problem without a specific error message:
User comes to page from in-product link.
User finds their general symptom at the top of the page.
Content directs them to take one or more specific actions, depending on the error.
If their problems persists, they are invited to submit error logs directly to the product team.
MY role - UX Writer
Research, drafted, and wrote all content for each error message and symptom, opting for clear, basic language instead of product terms and jargon.
Identified critical sticking points for users, places in the workflow where they could easily become stuck.
Designed the page experience with HTML, creating clear paths for our most popular issues.
Wrote UI copy within the product, directing users to support.
After launch, used event-level data within the article to alter and improve the user experience further.
This is the original content from the previous sync client. As you can see, the content is a simple table, with little instruction dedicated to errors, often telling users to go post their issue in the forum.
It also attempted to provide reasons for the errors, which didn't give users enough information to solve their problem.
At the top, users are given the most basic symptoms and answers.
Below, they can find specific error messages, some of which link back to the basic troubleshooting answers.
Advanced troubleshooting, feedback, and sending errors reports are at the bottom, just in case users can't solve their problems with the other content.
Results
Customer satisfaction for the article rose from 25% to 85%.
Page views increased twofold and time on page was reduced by 30%.
We used event-level data within the page to improve the content over time.