Challenge

Users needed immediate, relevant help without leaving their workflow, while Workiva sought to reduce support costs and accelerate user proficiency across complex enterprise solutions.

Solution

• Dockable Panel Architecture: Created a persistent yet non-intrusive interface accessible throughout the platform

• Context-Sensitive Content: Developed system for detecting user location and activity to deliver relevant assistance

• Tiered Support Structure: Designed three interconnected assistance layers:

  • Embedded documentation with rich interactive examples

  • AI-powered conversational support for specific questions

  • Gamified learning paths customized to user's solution context

• Proficiency Benchmarking: Implemented progress tracking and skill development metrics

• Progressive Learning: Created solution-specific tutorials that evolved from basics to advanced techniques

Impact

• Reduced support ticket volume by providing immediate answers within the workflow

• Accelerated user onboarding through contextual, just-in-time learning

• Increased feature adoption through targeted skill development

• Enhanced user confidence and self-sufficiency within the platform

• Created continuous improvement loop through skill benchmarking

Key Design Elements

• Seamless integration with existing platform interfaces

• Adaptive content presentation based on user context

• Natural language interaction for support inquiries

• Achievement-based learning progression

• Personalized recommendations for skill development