Clients had to rely on documentation provided in a variety of ways (e.g., sent in email or shared via Google Doc). When the UI changed, clients did not receive notification.

Adopted Whatfix to provide in-app help, including a context-sensitive help menu, links to the external knowledge base, guided step-by-step walkthrough flows, and pop-ups to provide links to surveys or to indicate substantial changes.

Researched options, then provided recommendation that we adopt Whatfix.

Implemented Whatfix by creating and programming all content (including context-sensitive help menu, links to the external knowledge base, guided step-by-step walkthrough flows, and pop-ups).

Conducted company-wide trainings.

Wrote Help Hub Overview.

Defined and managed strategy.

• Pop-Up / Banner Strategy

• Interactions Tracker