3 reasons people reach out to me for help

There are three reasons people usually reach out to me for help.

1. Increasing findability - When things on a website are difficult to find, that translates to time lost and user frustration, which translates to customer churn and less profits for the company. Increasing customer retention rates by 5% increases profits by 25% to 95%. Learning curves are a component that affects customer retention. Software and apps with a steep learning curve require more time, patience, and goodwill on the users’ end. IA helps clients effectively provide guidance to new users without overwhelming them with information (and without alienating experienced power users).

2. Improving organizational efficiencies - The second reason manifests as a desire for more scalable experiences that are clear and actionable. Through structured content, staff can respond to customer inquiries quickly and customers don't have to rely on support as much. Increasing organizational efficiency reduces customer service costs and increases customer satisfaction since users get accurate answers more quickly.

3. Validating direction (aka, building the right thing) - We’ve all been on those projects. They start off on a high note, but the excitement wears off quickly. Team members are pulled in different directions. Decision-making meetings turn into long arguments. Approvals take forever. Management keeps changing their mind. Information architecture (IA) is the practice of structuring information where the decisions are based on analytics and user feedback. IA helps create aligned teams with faster approval processes, which helps with engineering costs and reduces the risk of low user adoption.

I'll talk more about each of these aspects—and what you can do to improve them within your company—in upcoming videos.

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Видео 3 reasons people reach out to me for help канала Little Language Models