My Problem Solving Process

Step One: Gathering Information

My first step, is to gather information about the problem at hand. For example, if the company I'm working with is introducing a new product, I need to think, 'What kind of questions might the customers have about this product?', and preemptively answer these questions. I will typically acquire the product myself, set it up, and use it, to understand the customer’s perspective.

I create content based on what I have learned. This can include articles like 'How to setup the product', 'How to manage the product's features' and 'What to do when you run into specific problems'. This can also include videos, user guides and more. However! I know I’m not finished here.

Step Two: Launch & Monitor

After publishing this content, my next step, is to analyze the recorded data and determine what needs to be updated or changed. I monitor analytics, KPIs, and incoming support calls & emails - to see what customers are saying about the product and about the content I've created.

This can mean, checking the bounce rate — to see if customers are taking their time to read the information on the website, checking feedback results to see if customers are finding the content helpful and checking the deflection percentage to see if the knowledge base is fulfilling it’s intended purpose.

Step Three: Analyze & Revise

The final step, is to make revisions based on analytical insight. I take all of the information I have gathered, and make changes to the available content. For example, when customers reported that the company's troubleshooting/ technical support articles were confusing — I created bite sized troubleshooting steps that included video instructions instead of picture examples, to make things more clear. 

Sometimes, customers are having a problem that I didn’t experience during testing, so I’ll try to recreate the problem on my personal or "tester" device. I'll gather information from development or product teams, when applicable, and write new content that addresses the problem.