The challenge: build a better support system. The solution: the Living Manual. Most support systems require more support just to use them. Breville wanted something different. A wiki wouldn’t do, as it was too open and not organized. A blog was too static. At Tippingpoint Labs, we invented the Living Manual to fill the gap between a printed manual and the real world problems that arise after the product ships.
The idea behind it is simple: put all the content – text, pdf, audio and video – about a product on one page and make it easily filterable by a customer so they can immediately find the answer to their question. If it wasn’t there, a loop with Get Satisfaction let them ask the question. The loop is completed when the question is answered in the Living Manual and the link to it is provided in Get Satisfaction.
I led ideation, user experience and development on this project.