Users having trouble with installation...any advice, IH?
We've noticed a signficant percentage of our users who use Typeform are having trouble following the installation instructions.
Because of how Typeform works, it requires some special extra steps (a bit more complicated than the usual process of simply copy-&-pasting one tracking code) — many users either overlook these steps, or get confused.
We've agonized over this for weeks: rewriting the documentation several times, linking to this from the in-app installation page, sending custom onboarding emails — one of our co-founders even recorded two how-to videos!
...but we still keep getting the same support requests.
So, we figured an outside eye might help. Any advice, Indie Hackers?
Thanks for your time!
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Oh good—you do have both videos and screenshots—those are vital to success. Do you also include common errors or mistakes at particular steps and how to fix them?
Not yet, that's a great idea! Will be sure to add a section for common errors :)
Rather than a section, it’s best to place common errors contextually where they would most likely occur
It seems like your sub steps under the numbered ones are sentence based. If I was following, I might get lost switching tabs.
I have found Google's step by step tutorials pretty easy to follow. Here's an example:
https://support.google.com/chrome/answer/114836?hl=en&co=GENIE.Platform%3DDesktop
Also notice the lack of fluff. What I'm looking for is within the top of the fold on mobile. Focused on just what I care about.
I wonder what would happen if you organized sub steps as nested structured list.
You could also make the steps into a checklist. The checks don't have to do anything except the browser default behavior. That way when I switch tabs I can see where I was.
Finally, you could enhance it by auto checking if they click a link in the step, if applicable.