{"id":21119,"date":"2021-03-30T13:29:02","date_gmt":"2021-03-30T12:29:02","guid":{"rendered":"https:\/\/marvelapp.com\/blog\/?p=21119"},"modified":"2023-06-27T00:10:26","modified_gmt":"2023-06-26T23:10:26","slug":"4-ways-customer-support-teams-can-use-prototypes","status":"publish","type":"post","link":"https:\/\/marvelapp.com\/blog\/4-ways-customer-support-teams-can-use-prototypes\/","title":{"rendered":"4 Ways Customer Support teams can use Prototypes"},"content":{"rendered":"

You wouldn\u2019t be alone if you thought prototypes were just for designers. We used to think this too! But since all a prototype is, is a mockup of a digital experience, it turns out there are some interesting use-cases by the non-designers in our Customer Support Team.<\/p>\n

The way we use prototypes in Customer Support at Marvel is very similar to how they\u2019re used by designers, just in a different context. We use them to communicate concepts in a visual, clear and interactive way with users.<\/p>\n

Let\u2019s get into how we use prototypes to enhance our user interactions, and how our own Support Team uses prototypes.<\/p>\n

User walk-throughs & troubleshooting<\/h3>\n

One of the most common ways we use prototypes in our day-to-day interactions with users is sending a walk-through prototype to solve a customer issue or to explain a concept. It helps us communicate clearly what we mean to the user and works great for step-by-step tutorials.<\/p>\n

We use hotspots as a simple guiding tool<\/a> to show users where to click and how they can interact with Marvel to solve their issue.<\/p>\n

We\u2019ve found that using a prototype to communicate cuts to the chase to remove ambiguity, and solve the issue for the user. Creating a prototype in Marvel only takes a couple of minutes, so it usually means we can solve the issue for the user much more quickly than over several back and forth emails.<\/p>\n

Inspiration on what can be built using Marvel<\/h3>\n

Another way we use prototypes in Support is to showcase what our product can do! We\u2019ll often send example prototypes like these<\/a> to show users the creative possibilities of prototyping in Marvel.<\/p>\n

Example prototypes are especially good for users who are starting out who could do with some project inspo. The example prototypes can be cloned to their own workspace if they want to copy any of the elements to give them a head start on their project.<\/p>\n

Showcasing the product can be equally useful for long-time Marvel users too! We might be able to introduce them to a new feature they haven\u2019t seen yet. Or if they\u2019re exploring what a paid feature can do, sending them a prototype means they can try out the feature without committing to it first.<\/p>\n