How to design a user-friendly Assistant

homemediaassistant ·

Why is the typical owner’s manual so ineffective? Because it’s designed to offload product information rather than educate and engage the end-user through an experience.

Sketching can be a great help in planning and structuring the experience you want the end-user to have in Layerise. The purpose is to present the app in a stripped-down format, showing only the core functions and what interactions will be available.

Step 1

Start by drawing a 2 x 10 grid on a piece of paper. The grid represents your Product Assistant’s Home page and is the first “layer” of the app - it's what the end-user immediately sees when he scans the QR code (the prime location so to speak).

Make sure you guide the end-user to the most important tasks and golden nuggets of product knowledge first (tiles 1-6). Nice-to-knows should be reserved for the last couple of tiles (7-10), like this:

Home wireframe

Once your Home is done, you can proceed with the next “layer” of the app: your Collection - or FAQ - in which your customers can browse through written and video resources.

The main thing to remember when designing your Collection is to make it easy for the end-user to browse through the topics and quickly find the answers to their questions. If you plan to make a full FAQ, make sure you add Categories like Get started, Before your first ride, How to take care of your bike, etc. This will make it much easier for the end-user to locate where he can find his answer.

COllection wireframe

Step 2

With the “skeleton” of the Assistant ready, it’s time to log in and begin building the experience in Layerise. This is where you put your sketch to the test!

  1. Create your first Product Assistant by clicking on Assistants > Create Assistant and fill out the required information
  2. Drag & drop components* from the left menu onto your empty template to create your desired experience.
  3. Click on Activate English in the top right corner to activate the Preview function. Now you can see and experience the digital user manual as if you were an end-user - both on your desktop (click on Open in browser) and on your phone (just scan the QR code).

*What are Components?

A component is a button that enables the end-user to "do something" in the Assistant - watch a video, read an article, view their warranty documentation etc. It’s by mixing and matching different types of components you build a truly unique experience.

There are three types of components:

  • Components that display content, e.g. how-to videos and written articles.
  • Components that engage the end-user, e.g. rating and reminders.
  • Components that make it easy for the end-user to navigate and come back to the app.

Let’s dive a bit further into the first group.

Depending on your time & budget, you may not necessarily want to shoot several top-notch quality videos for each of your products, but rather start out with a couple of quality videos and supporting articles. That’s the beauty of Layerise - it’s so easy to add and make adjustments to the experience over time!

And yet, you still want the experience to feel extra for your customers - even in the first version. The solution? Use our “Layerise Special” components - Featured Highlight & Featured Topics - in your sketch to display your content:

  • Featured Highlights: A series of Instagram Reels-like videos that loop until the customer clicks on them. A great way to show how the customers should e.g. assemble, install or pair their new product.
  • Featured Topics: Powerful articles that can be enriched with images, videos, colorful standouts, and even personalized.

They’re called Featured Highlights and Topics because you need to create and upload content to them in the Collection section first. Then afterward, you can link them - and that’s how the content gets featured on the Home section of the Product Assistant. Pretty easy to do, as you can see:

Add a Highlight from Collection to Home

Other components you can use to display your content are:

  • Videos: Upload or link to videos on YouTube, Vimeo, etc.
  • Download: Upload PDFs, e.g. owner’s manual.

Now for the second type of components. They encourage the end-user to engage in different ways and require little to no content. Note that the components marked with * require the end-user to register before the component can be engaged with. A mix of components that require and don’t require registration is generally recommended.

  • Feedback*: Collect customer feedback (stars and comments). You can customize this feature and route them to your third-party review site upon certain criteria.
  • Carbon offset: Show your customers how they’re contributing to lowering the carbon offset by using a digital manual.
  • Link*: Route your customers to other locations where specific content is already available, e.g. on your website.
  • Warranty*: Quick access to warranty information. Requires that you’ve set up a warranty process (here’s how you do it).
  • Social media*: Make it easy for your customers to connect with you on Facebook, Instagram, and other social media platforms.

And finally, you can also help your customers navigate to specific areas of the digital user manual - or download it like an app:

  • Shortcut: Route the customer to a specific category in your Collection. A great way to present the customer with multiple articles with just one click.
  • Install the app: Customers who click on this component will be guided through how they can install the app on their home screen. Convenient for next time they have a question!

We recommend uploading at least a bit of content to each tile as you explore and build your experience in Layerise. Especially for the Highlight and Topics, as this will give you a good understanding of what’s possible and how each feature can bring your content to life. You can easily remove it again or upload something differently.

By testing what’s possible and gives you the experience you’re going after, you’ll simultaneously begin to get an overview of how much content can be reused (uploaded as it is), reused - but needs editing to fit the format, and how much new content you’ll need to produce.

Don’t hesitate to reach out to your dedicated Customer Success Agent at any point in this process. We’re happy to provide feedback on your sketches and come up with alternative solutions that can boost the experience even further.

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