Telling a Story with User Behavior Data

Learning on the job

Step 1: Theorize

  • What behaviors do we want our users to do?
  • Why are those behaviors important?
  • What other behaviors could users opt for instead?

Steps 2 and 3: Segment and enrich the data

How’d we do?

  • Rewriting the issue content into quick snippets that would be easier to skim
  • Adding new issues for the common topics assigned to “Other” form submissions
  • Adding more (and more relevant) suggested documentation links for each issue
  • Redesigning issue selection with search





Knowledge Manager and UX Analyst @ Braintree

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Grace Greenwood

Grace Greenwood

Knowledge Manager and UX Analyst @ Braintree

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