More than a case study, this is a UX content strategy for Scoutrol, a parking assistant powered by Drone AI. Pretty cool stuff, really.
This is more than a case study. It's a UX content strategy for a parking assistant. Not your average chauffeur, Scoutrol is an AI-powered drone that guides drivers to locations where cars can be parked—parking garages, allocated parking, or public spaces.
Oh, and have you heard? Scoutrol just released a new upgrade.
That AI-powered drone can now route drivers to the closest location in safe, well-lit, low-crime areas while optimizing parking costs. And owners of luxury vehicles can reserve a parking location in advance, directly from their in-car entertainment system.
There's a problem though. While Scoutrol's new features are amazing, they haven't done such a great job communicating upgrades to their target audience.
Let's see if we can fix that.
I need to develop a content delivery strategy that meshes with Scoutrol's current approach but makes users aware of Scoutrol's cool, new features.
So here's what I need to do:
Things I Know
Scoutrol's research suggests that:
There are two types of customers for this application:
Okay. Still with me? I need personas, a content strategy, and a help article, all of which needs to be geared towards two types of customers that are having a hard time troubleshooting pain points and discovering new features. Easy-peasy, right?
From patterns revealed in research, two personas emerged whose goals and characteristics represent the needs of a larger group. So without further ado, meet Emily and Doug, Scoutrol's archetypical users. Click here for the full .pdf.
What's the content strategy?
There’s a lifecycle to consider: strategy, plan, create, maintain, and audit. I’m only going to focus on a strategy that:
So what's my core strategy? Simple. Align with what’s already been done while emphasizing Scoutrol's newest features.
Finally, I wrote a sample help article about username and password recovery.
For the record, a good help article should be straightforward, include images, and link to other useful articles.
*Click the top right corner for fullscreen viewing.
In the End
After dialing in the personas, developing a content strategy for Scoutrol's latest upgrades, and cleaning up the knowledge base, Scoutrol's customers will have an easier time accomplishing their respective tasks.
© 2019 Benjamin John Peters
© 2018 Benjamin John Peters