In 2013, I helped launch a new learning and support product for Samsung: interactive device simulators.
Smart Simulators
Better than a user manual, these simulators walked customers step-by-step through 70–100 common tasks, such as the initial setup of their mobile phone, changing the wallpaper, turning on airplane mode, and using multitasking.
As the most senior technical copywriter on staff, I assisted the department manager in establishing the processes and best practices for creating copy, capturing device screens, and building the simulators in Samsung’s proprietary simulator tool. Over the next 2 years, I built simulators, refined processes, and trained new hires on how to build to our high standards.
The Result
- Our simulator contract began in 2012, and by mid-2014, our team had built 54 simulators. By May 2016, we had built 186 simulators, while improving customer satisfaction scores by 20%.
- An August 2015 audit of our work showed that we had 3 million views, which surpassed the number of views for the entire previous year.
- The simulators were written for consumers and available as part of Samsung’s online support, but they also proved to be a useful tool for call center agents. The step-by-step screenshots assisted them in understanding exactly what customers were seeing.