After redesigning the Small Biz Thoughts Technology Community, one of the most important design elements is the least used: Help and Support.
It's important because it's only used when the visitor is already frustrated and not getting what they need. Here's a quick interview with Kara, our designer, on why the "Life Saver" works the way it does.
Check out the whole community at https://www.smallbizthoughts.org.

Timeline
00:00 Exploring the New SBT Help and Support Function
00:49 People hate bad help functions
02:03 If you're logged in, it prefills your info
03:49 The most common requests
05:18 How do we know the form isn't used for spam?
06:33 Cleaner, better UI, better UX
10:29 We have lots of opportunities for help
11:24 We are happy to answer any questions
13:02 Thank You

:)