When working with HubSpot, understanding how to use the platform is key to efficiency. But for teams that aren't familiar with HubSpot's terminology and tools, finding the right information can be difficult.
A client in the service industry faced this exact problem. Their strategic consulting team wanted to create a guide that would help all users navigate HubSpot with ease. However, building a user-friendly guide that didn’t overwhelm new users was a challenge.
Origin 63 stepped in to develop a clear, accessible solution that made finding information simple and straightforward.
The Challenge: Making HubSpot Easy for Everyone to Understand
The consulting team needed a guide that would serve as a daily reference for all HubSpot users. But the initial approach presented several problems.
- The first guide, created in Miro, was too large and heavy. Users struggled with slow loading times and difficulty navigating from one section to another.
- The layout caused confusion. With everything on one page, users often got lost and couldn’t easily find their way back to the right section.
- The terminology used in the guide was too technical. For instance, labels like "left sidebar" or "central bar" didn’t resonate with users who didn’t understand HubSpot's internal language.
The team needed a solution that broke down information into simple, clear sections, used common terms that non-experts would understand, made it easy to navigate both online and offline, and provided options for desktop and mobile use.
How Origin 63 Solved the Problem with HubSpot Guides
Origin 63 designed a new approach that focused on simplicity, accessibility, and clarity. The goal was to create guides that were easy to navigate, helpful for everyday use, and adaptable for future needs.
Separating the Guide for Clarity and Ease of Use
Instead of having one large file, Origin 63 broke down the guide into separate pages, with each page dedicated to a specific task or function. This way, users could focus on one step at a time without getting overwhelmed.
The pages included instructions on common actions such as:
- How to create a ticket.
- How to create a task.
- How to change the category of a ticket.
- How to assign a user.
Users could find the information they needed quickly and without confusion. Each page was designed with clear headings and simple explanations, making it easier to follow for new users.
Creating a User-Friendly Index
To make navigation even simpler, an index was added at the beginning of the guide. This index used everyday terms that matched what users would likely search for.
Instead of technical labels, it focused on common tasks, ensuring that users could easily find answers without knowing HubSpot jargon.
This thoughtful structure made it easier for users to understand where to look for information, reducing frustration and saving time.
Designing for Desktop and Mobile Use
Recognizing that users might access the guide on different devices, Origin 63 designed two versions: one for desktop and another for mobile. This ensured that instructions matched the user's experience, whether they were at their desk or on the go.
However, if it was possible to include both desktop and mobile instructions on the same page without causing confusion, that option was also explored. The goal was to keep the guide simple and flexible while ensuring it remained easy to use across platforms.
Making the Guide Available Online and Offline
To improve accessibility, the guide was made available as both a downloadable PDF and an online reference.
Users could choose how they wanted to access the information. Having an online version meant they didn’t need to download heavy files every time they had a question. This online option provided faster access and easier navigation.
Using Short, Direct Videos for Faster Learning
Instead of long, overwhelming training videos, Origin 63 suggested creating short, topic-specific videos. Each video focused on one task and lasted just 1 to 2 minutes. This made it easier for users to find quick answers without having to sift through long recordings.
The full training video was still available for record-keeping, but for everyday reference, these shorter videos made learning faster and simpler.
This approach also reduced long-term work. Once the initial videos were created, consultants could quickly direct clients to the exact information they needed without additional explanations.
Customizable for Every Client
The guide was designed to be 80% ready for general use and 20% customizable for specific client needs. This meant that the base guide could be used across different clients, with small adjustments made to fit each client’s unique processes or terminology.
This flexible approach saved time while ensuring every client received a guide that matched their workflows and operations.
The Results: Simpler, More Effective User Guides
The updated guide provided immediate benefits for the consulting team and their clients.
Faster Navigation and Better Understanding
Users could easily find the information they needed. The guide's simple structure, clear index, and task-based sections meant no more confusion or wasted time trying to figure out HubSpot’s terminology.
Improved User Experience Across Devices
With guides tailored for desktop and mobile, users had a better experience no matter how they accessed the information. This flexibility made the guide more useful and practical for daily use.
Reduced Training Time and Effort
Short, focused videos helped reduce the time consultants spent on training. Clients could watch a quick video for each task, getting the answers they needed without waiting for a full training session. This made onboarding faster and less stressful for new users.
Scalable and Customizable for Long-Term Use
The guide’s structure made it easy to update and customize for new clients. This meant less work for the consulting team in the future and faster delivery of useful resources to clients.
A Simple Guide That Made a Big Impact
The final guide wasn’t just about organizing information. It was about making HubSpot easy for everyone to understand.
Breaking down complex tasks, using simple language, and providing flexible access, helped Origin 63 create a solution that reduced confusion and improved the user experience.
Ready to Simplify Your HubSpot Documentation?
Confusing guides and complex instructions slow teams down. Origin 63 builds simple, user-friendly guides that help clients understand HubSpot faster and more easily.
If you're ready to simplify your processes and help your clients learn faster, contact us to learn how we can help.
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