Boost Engagement and Traffic with Expert Features
| Use Case | Industry |
|---|---|
| Self-service, product adoption, retention and renewals | Cybersecurity, Observability, and Network Software |
Challenges and pain points
- User difficulty in finding breadcrumb navigation
- Implementing features with the lowest cost
- Balancing user needs with internal requirements
Solution
Leverage standard Expert features
- Custom classifications: Used extensively to organize content by product and technology add-ons without cluttering titles, with paid enhancements for prominent placement.
- Content Reuse: Employing both dedicated reuse libraries and section reuse within public articles for consistency and efficiency, while considering discoverability trade-offs.
Custom Site Updates
- Custom homepage: A multi-month redesign launched in May 2022, featuring a dynamic featured article area, new content section, drop-down navigation, and an embedded search bar, all built with DekiScript templates for easy maintenance.
- Buttons: Introduced for enhanced navigation within paths and use case explorers, offering an e-learning-like experience with “next” and “previous” options for improved user flow, particularly within lengthy content.
- Side navigation: Implemented based on user feedback, providing an alternative to breadcrumb navigation for exploring site hierarchy, but with limitations regarding default state, topic order, and mobile experience.
Results and impact
The customer took a multi-faceted approach to the website redesign, incorporating user feedback, internal stakeholder input, and a focus on leveraging both free and paid features for maximum impact.
- User feedback integration: They implemented a side navigation feature in response to user feedback indicating difficulty in finding the breadcrumb navigation. This decision highlights their commitment to a user-centric design approach, aiming to improve the website's usability and navigation.
- Strategic use of Expert features: The redesign maximized the use of free Expert features, such as custom classifications and content reuse, for efficient content organization and management. This strategic approach allowed them to enhance the site's structure and user experience without incurring significant costs.
- Investment in paid enhancements: While prioritizing free features, they strategically invested in paid enhancements, such as customizing the placement of certain custom classifications and contracting CX One Expert services to build the side navigation. This demonstrates a balanced approach, carefully considering the return on investment for paid features.
- Custom homepage development: The team undertook a significant project to create a custom homepage, featuring dynamic content areas, improved search functionality, and streamlined navigation. This investment highlights their commitment to creating a modern and engaging user experience, serving as a central hub for accessing valuable content.