Material Guides

Thankfully, since we already featured guides on our core SW website I was able to leverage existing data. During this deep dive we discovered 65% of our customer service questions had to do with material property or consultation needs. I was surprised by the amount of overlap between the two (see columns C1 and C2 in the rainbow analysis below). There was clearly a need for more clarification around material properties and use cases. While we were unable to prioritize it for MVP, we added the infrastructure in the DB to make filtering by these parameters possible in the future. For now, we compromised by highlighting properties and popular use cases in a table view.

One of the top customer pain points we identified was difficulty finding printing needs based on materials. It became clear that in our Otto material guides we could do a better job of making this content more accessible. One of the first design changes I proposed was removing the hidden tab structure and replacing it with a sticky secondary nav. This would immediately relieve the issue of not being able to search for key terms within the printing guidelines.

Adding educational material for our partners to use as a tool added value to the platform and contributed to an increase in customer onboarding by 135% within Q4.