Having used Discord for just over three years now, there's one thing I've noticed that's been missing all this time - there's not much in the way of guides about every feature that aren't just text and images. While the support articles on Zendesk are great, they just don't have the edge that covers everyone's needs.
But there is a way that could enhance that... By making them interactive in-app. Not everyone is comfortable with learning new things by reading giant walls of text and a few images, some people learn by doing things or seeing them happen in front of them.
So, my idea is to take support existing and future support articles and transform them into interactive step-by-step in-app guides that not only show the user how to do something by walking them through a task, but also completes the task at the same time.
Here's an example scenario of how this could work.
Imagine I was a brand new user who had just discovered Discord for the very first time and didn't have a clue what everything does. I've just got my account and installed the apps, but now there's all these weird fancy buttons and things that I've got no idea what to do with them... And what's all this about "Servers", "Invites", "Channels", "Discord Nitro" and all these other strange things I cannot figure out?
This is the kind of situation that I regularly see a huge number of new - or even experienced - users facing on a daily basis.
But then all of a sudden, a friendly message from Nelly comes up that says "Hi Blastoise186, welcome to Discord! You look a bit lost, need a hand to get the show on the road?"
Little do I know it, but I've just activated the first of many available interactive step-by-step guides. I click yes and Nelly walks me through the basics of how to use Discord, such as setting my Avatar, going through some basic account settings, helping me join my very first Server and finishes up by saying something like "Ok then, you're all set and ready to go. I'll be here with more tips anytime you get stuck. Simply click the Help button in the top right whenever you need me."
Well, that really helped me out then, I think I'll check out more tips later.
Little would I know however, but going through that guide wasn't just a demo - I really did just set everything up how I'd like it right within the app.
And that's one example of how this idea could work. Just about any of the support articles could be transformed into an interactive step-by-step in-app guide that can be accessed anytime a user might need them.
Over the last four years, Discord has really evolved and has become easier, but it's still overwhelming for some users to learn the platform, so just having that little extra help would go a long way.