Quick Tips curation and sequencing is always a balancing act. The last thing you want is for the customer to be bombarded with intrusive hints for the first 30 minutes after they start using their new device. And yet, the Quick Tips framework is so tempting a way for product managers to “promote” their features.

Our approach was to gather Quick Tips requests from feature owners and prioritize them as follows:

Pri 1 - KSP (Key Selling Point) and hence, high visibility features

Pri 2 - Core functions that were points of customer confusion (based on carrier feedback and our own research)
Pri 3 - Feature or interfaces with significant updates to function or interaction model

We communicated this matrix, and the rationale behind it, back to product management along with our recommended short list of Quick Tips for this release cycle. While not every partner was happy with the outcome, because we had pared back the number of tips by approximately half, we established a baseline upon which to build for future releases.

CREDITS

My role: Sr UX Copywriter