Bizzabo’s Bizzabox Self Serve
2021-2022
In 2021, Bizzabo aimed to reduce costs for event organizers, so they introduced the "Bizzabox." This all-in-one event orchestration system comes almost ready out of the box, equipped with everything event organizers require for seamless check-ins and hosting of onsite events and conferences. The only issue was customers didn’t know how to use them.
We began by testing what our customers were struggling with.
We discovered that our employees also faced challenges with the documentation. We conducted several testing sessions where employees used the same materials we provided to our customers.
Through these sessions, the team realized that the instructions were not detailed enough. We needed to create documentation catering to users with little to no prior knowledge about the system they were setting up.
Learning from best in class
It quickly became clear that the team needed to spend more time learning about how other companies help busy, stressed, customers seamlessly integrate their products into their lives and businesses
Before moving to design this also became an exercise in UX Writing. I partnered with the Customer Org to collaborate on directions that used both our teams’ expertise and lack of technical knowledge.
Success Framework
The company aimed to reduce the cost-per-serve, and to establish a comprehensive design mission, I sought to understand the benchmark. Our initial objective was "any help, helps." When we tested draft directions with users, there was an 80% increase in understanding.
I initiated the creation of prototypes for cost-effective and swift solutions to tackle our information issue, developing guides reminiscent of IKEA in both digital and print formats.
Subsequently, I built a comprehensive PDF interactive manual based on these prototypes. The manual was designed to assist customers or temporary staff in determining the required setup time, gathering the necessary materials, and following precise steps for a complex software and hardware registration setup.
Next Steps.
The team now has the bandwidth and the budget to develop this design and set of directions into a highly-editable web product next. I will re-partner with the customer org and the on-team developer to bring this to life in a new way from an interactive manual to an interactive web manual.