Make ‘Ask The Community’ The Default Option

Okta (a client) recently revamped their help and community experience.

This is what it looked like before:

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This is what it looks like now:

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It’s a lot better now.

There is also one major difference, the ‘Open a case’ button has disappeared from the top navigation bar and is instead dropped into a ‘Get Support’ tab at the bottom of the page.

This forces members to browse to find the answer via the help center and the community before lazily opening a case without doing any research.

In turn, this drives more people to the community. Sometimes tiny tweaks like these can have a bigger impact than you imagine.

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