Problem:
Users were ringing support a lot about small issues that they could have found the answers to in the online ‘help’ area
Solution:
Various options were investigated and a plan of action draw up to make the ‘help’ icon easier to find and also map the icon to the relevant area page in support
Outcomes:
Users were having difficulty finding the Help menu. I came up with various layout and icon options for Help in the menu bar. 3 were shortlisted and I then set up timed heat mapping testing with 25 testers per option.
A timed test was set up for each option and the users were asked a vague question:
"Where would you click when looking for support in this application"
