{
  "id": "workflow:in-app-support-widget-optimization",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-channels.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "In-App Support Widget Optimization",
    "workflowKind": "operational",
    "triggerType": "scheduled",
    "typicalCadence": "bi-weekly",
    "complexity": "cross-team",
    "description": "Optimizes the in-application support experience to maximize self-service\nresolution — designing contextual help triggers that surface relevant\ndocumentation based on user location, action history, and error state,\nimplementing guided troubleshooting flows that walk users through\nresolution steps before creating tickets, analyzing ticket deflection rates\nto measure which self-service interventions successfully prevent\nhuman-assisted contacts, A/B testing widget placement, timing, and content\npresentation formats, managing the knowledge surfacing algorithm that\nmatches user context to help articles, tracking user journey drop-off\npoints where help-seeking behavior spikes, coordinating with product teams\nto embed contextual tooltips at known friction points, and measuring\ncustomer effort score differences between widget-resolved and\nticket-escalated issues. Produces deflection rate dashboards, guided flow\ncompletion analytics, and contextual help coverage gap reports. Excludes\nproduct UX redesign and help content authoring.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "role:product-designer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "role:data-analyst",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "skill-area:data-analytics",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "responsibility:performance-budget-tracking",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:in-app-support-widget-optimization",
      "to": "org-unit:product-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}