An effective guide campaign requires planning, strategy, and intentionality. Guides in Q2 Discover are an effective way to influence user behavior, but guides can become a nuisance when not centered on helping your users complete their desired task(s).
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Set clear goals of what the guides will do for your users. Consider:
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What are you trying to achieve?
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What aspects are your users struggling with, according to the data?
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Is an in-application guide the right way to convey your message?
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Is the guide campaign for education, a new launch, or an upsell?
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Identify your target audience. Consider how your guides should be written towards their needs, as well as how you can use segments to target your audience. No matter how effectively written a guide, it will have zero impact if the right users do not see or read it.
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Design and style your guide with a focus on how your choices will impact user behavior. Consider:
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Keep it concise and clear.
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Use descriptive hyperlinks to provide resources for your users.
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Use consistent styling and formatting.
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Use ordered and unordered lists, where possible.
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Include a clear call-to-action.
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Give users an easy way to exit the guide if they can't or don't want to take your desired action.
Tip
Be deliberate about how brief you need to be for a task; for example, ongoing education may need a less intrusive guide format like a tip, while a new feature may require more attention-grabbing formats to ensure users are getting the information they need to succeed.
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Review and launch your guide. In reviewing your guide, consider:
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Have you made your guide as accessible and user-friendly as possible?
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Does your guide consistently follow punctuation, usage, and grammar conventions established by your FI or in a set style guide?
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Do all links function correctly?
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Can you successfully follow all steps provided for a process?
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Does your guide work on smaller and larger screens?
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Does your guide have an easy-to-locate dismiss button?
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Revisit your guide. Q2 Discover recommends you regularly reevaluate how a guide is performing. For more information, see Using data to improve guides in Q2 Discover