Case 1: Simlifying Instructions
In this particular example, some software was released that had the potential to break customers' content. A work-around was discovered, but the initial email produced by our tech team made the resolution seem complicated and onerous.
I took the information provided and changed it into an easy-to-understand and easy-to-follow format.
Some of the changes I made were:
simplifying the images, so that the user's focus is on the necessary part of the screen, rather than the entire screen
adding numbered steps, so it is clear in what order things needed to be performed
removing passive language
breaking the information into sections, making it easier to digest
adding images of un-labelled buttons to direct the user to the correct UI element
Information provided by our tech team
We updated Ink with the new LG6F driver this afternoon, but it created an App mismatch issue for Apps-in-Apps. If customers don’t know how to fix this, they will be calling in with a support issue.
This is the solution:
Here is a screenshot of the issue. You can see the notice in the zone on the design surface, the red item in the structure tree, and the red notification bell.
If they open up the notification panel, they will see this:
This will give them the name of the app. Pressing Publish here gives them this conflicting message. Even though they got a green check, the child app was in fact not republished as noted by the second point. So don’t do this.
Instead, in the second screen shot, rather than pressing Publish, they should click on the grey pencil. This will open up the child app in separate browser tab for editing in the app designer.
At this point the user should click on Publish and ensure that they see the message at the bottom of the screen that the app was published successfully. They can then close this child browser tab.
They can return to the Parent app and press refresh. They should be back to the first screen above showing red error, etc.
They open the notification and they’ll get the same notification as in the second screen above with the one item in it. Now that the child has been published however, this time when they hit publish, they’ll get this:
They’re not done yet though. Now they have to close the notification panel and hit Publish on the parent app. To be safe they should go back to the App gallery at this point, find the parent app and run it to ensure it’s showing properly.
Then they’re done.