Simplify/ Increase Visibility of Resources (design summary)

[LGFranklin]

We built our current resources pages: https://simplereport.gov/using-simplereport/ and https://simplereport.gov/troubleshooting/ quickly. While they contain a comprehensive set of resources to help users use our product, they aren’t easy to navigate. There are three reasons we believe this:

• Users still email the support inbox for many items resource content exists.

• We also have evidence that users are not accessing resource content due to the low # of resource page views.

• We’ve had conversations with multiple users who did not begin reporting because they were unfamiliar with basic workflows within the application, and XXX of XXX organizations have reported less than 10 tests.

More recently, we added a support page from the top navigation bar to allow users to get in touch when they face an issue. We know users turn to simplereport.gov for help because we’ve had 19 support requests come through this forum since it launched.

We want to redesign SimpleReport’s support and resources experience to:

• Better integrate support and resources

• Elevate the trainings and materials that show how to do the most essential things/ flows in the app for both admin and testing users

• Increase the findability of resources content to encourage self-service

• Update content critical to getting schools up and running with the least amount of friction or additional support needed

(SPEC HERE = https://docs.google.com/document/d/1GjgBzQzA8bwIylp2xITumbN-vMXMZ7K-DbuyUn3Lyhc/edit#)

[LGFranklin]

Explorations on in context support/ help as well

[LGFranklin]

Also ref https://app.zenhub.com/workspaces/design--content-606220c7d2cca40016b49274/issues/cdcgov/prime-simplereport/1124

[emmastephenson]

Also in this effort - audit redirects, so that old resources on the site are either removed or redirected to the current version.