Tech Help - Bing.com

What is it about?
Every product user needs product help, either because of product unawareness or a fault with the product. Tech Help Team on Bing.com has worked to help the user with answers to the issues they faced with softwares, OS issues and other related help queries.

The challenge

When a user seeks help for an issue, showing him the right answer is the ideal solution. However, there is a need for designing an answer framework which can be easily used by authors to update content at the fastest.

The Quicker Solution
The most easiest solution is when User knows about the issue. User queries for the issue and we provide an answer on Bing.com

A typical example of answer for a query "how to turn windows firewall on or off? "on Bing.com

However, with information design, we came up with multiple templates to help our users explain the solution to their issues, and solving user pains.

User pain point

Users struggled to read paragraphs as following instruction involved repeated window switching from browser to explorer.
Moreover, user failed to understand product nomenclature.

A solution:
Step-by-step instructions and troubleshooting with images and glyph icon alongside the product nomenclature for reference.

Navigation action from the browser to the settings reduced user helped in reducing time to perform the task

User pain point

User query the same problem in multiple ways
There are multiple solution to the same issues

A solution: Near intent solutions with tab view

A Solution: Introduced a carousal for easy navigation to categories of the issues

User fails to formulate the query for help, and press F1 for help.

User pain point

"I really donot understand what is start menu"

The impact

With the above-mentioned experiences, the impact made was

TCX (Session) success rate increased,
Dsats (Negative Feedback) rates reduced tremendously
APsat increased

The learnings

Small iterative changes showed a good impact.
UI framework streamlined the effort of answer authors for a quick refresh of answers.
Other learning was although we were able to lower down the Dsat volume, we saw the volume of users engaging on our 2D carousal was constantly low, which led us to look with a bird's eye view and we saw there are other factors such as user device, user task which also play a part in providing the right solution.