Support & Help Wireframes
Purpose
Help screens provide self-service support — searchable knowledge base, AI concierge, and structured training for volunteers. These screens exist to reduce support burden while ensuring every user (from tech-savvy Org Admins to first-time volunteers) can learn the platform independently.
The core UX challenge: help content must be role-filtered (a volunteer doesn't need articles about compliance configuration), multilingual (matching the tenant's configured languages), and partially offline (volunteers in low-connectivity areas need cached training materials). The AI concierge adds a conversational interface but must know its limits and escalate when appropriate.
Scope
| ID | Screen | Personas | Offline | Mobile | URL |
|---|---|---|---|---|---|
| HELP-001 | Knowledge Base Browser | All authenticated | No | Yes | /help |
| HELP-002 | Knowledge Base Article | All authenticated | Partial | Yes | /help/[slug] |
| HELP-003 | AI Concierge Chat | All authenticated | No | Yes | /help/chat |
| HELP-004 | Training Module List | V, TL (learner); VC (admin) | Partial | Primary | /training |
| HELP-005 | Training Module Content | V, TL | Partial | Primary | /training/[moduleId] |
| HELP-006 | Training Quiz | V, TL | Partial | Primary | /training/[moduleId]/quiz |
| HELP-007 | Certification Status | V, TL (learner); VC (admin) | No | Yes | /training/certifications |
| HELP-008 | Training Content Editor | OA, VC | No | Desktop | /volunteers/training |
Help Navigation Context
Help (accessible from sidebar footer + user menu)
Knowledge Base → HELP-001
AI Concierge → HELP-003
Training (within Volunteer section of sidebar)
My Training → HELP-004 (volunteer view)
Modules → HELP-004 (admin view)
Certifications → HELP-007
Content Editor → HELP-008 (admin view)
HELP-001: Knowledge Base Browser
Searchable, role-filtered knowledge base. The main entry point for self-service help.
Desktop
┌──────────────────────────────────────────────────────────────────────────────┐
│ Help Center │
├──────────────────────────────────────────────────────────────────────────────┤
│ │
│ ┌──────────────────────────────────────────────────────────────────────────┐│
│ │ 🔍 Search help articles... ││
│ └──────────────────────────────────────────────────────────────────────────┘│
│ │
│ ┌──────────────────────┐ ┌────────────────────────────────────────────────┐│
│ │ Categories │ │ ││
│ │ ───────────── │ │ Getting Started ││
│ │ │ │ ────────────────── ││
│ │ ● Getting Started │ │ ││
│ │ People & CRM │ │ ┌────────────────────────────────────────────┐││
│ │ Field Operations │ │ │ Setting up your organization │││
│ │ Fundraising │ │ │ Learn how to configure your org profile, │││
│ │ Communications │ │ │ invite staff, and set up your first... │││
│ │ Events │ │ │ 5 min read · Getting Started │││
│ │ GOTV │ │ └────────────────────────────────────────────┘││
│ │ Volunteers │ │ ││
│ │ Alliance │ │ ┌────────────────────────────────────────────┐││
│ │ Settings │ │ │ Understanding roles and permissions │││
│ │ Security │ │ │ How role templates work, what each role │││
│ │ │ │ │ can access, and how to customize... │││
│ │ ───────────── │ │ │ 3 min read · Getting Started │││
│ │ │ │ └────────────────────────────────────────────┘││
│ │ Popular Articles │ │ ││
│ │ ───────────── │ │ ┌────────────────────────────────────────────┐││
│ │ · How to start a │ │ │ Navigating the platform │││
│ │ canvassing shift │ │ │ A tour of the sidebar, top bar, and how │││
│ │ · Adding contacts │ │ │ to find what you need in GreenGrass... │││
│ │ · Setting up events │ │ │ 4 min read · Getting Started │││
│ │ · GOTV overview │ │ └────────────────────────────────────────────┘││
│ │ │ │ ││
│ └──────────────────────┘ │ [Show all 8 articles in Getting Started →] ││
│ │ ││
│ └────────────────────────────────────────────────┘│
│ │
│ ┌──────────────────────────────────────────────────────────────────────────┐│
│ │ Can't find what you need? [Ask AI Concierge →] ││
│ └──────────────────────────────────────────────────────────────────────────┘│
│ │
└──────────────────────────────────────────────────────────────────────────────┘
Mobile
┌────────────────────────────┐
│ Help Center │
├────────────────────────────┤
│ │
│ ┌────────────────────────┐│
│ │ 🔍 Search articles... ││
│ └────────────────────────┘│
│ │
│ Categories │
│ ┌────────────────────────┐│
│ │ Getting Started → ││
│ │ People & CRM → ││
│ │ Field Operations → ││
│ │ Fundraising → ││
│ │ Communications → ││
│ │ Events → ││
│ │ GOTV → ││
│ │ Volunteers → ││
│ └────────────────────────┘│
│ │
│ Popular │
│ · How to start a shift │
│ · Adding contacts │
│ · Setting up events │
│ │
│ ───────────────────── │
│ [Ask AI Concierge 💬] │
│ │
└────────────────────────────┘
Interaction
- Search: full-text search across all articles. Results ranked by relevance, filtered by user's role
- Role filtering: articles tagged by persona. A Volunteer sees volunteer-relevant articles prioritized; admin articles are still accessible but lower in results
- Categories: match the sidebar structure (People, Field Ops, Fundraising, etc.) for intuitive mapping
- Popular articles: dynamically ranked by view count within the tenant
- [Ask AI Concierge →]: navigates to HELP-003
HELP-002: Knowledge Base Article
Individual article view with formatted content.
Desktop
┌──────────────────────────────────────────────────────────────────────────────┐
│ ← Help Center [Share] [Print] │
├──────────────────────────────────────────────────────────────────────────────┤
│ │
│ ┌──────────────────────────────────┐ ┌────────────────────────────────────┐│
│ │ │ │ On This Page ││
│ │ Setting Up Your Organization │ │ ────────────── ││
│ │ ══════════════════════════════ │ │ ││
│ │ │ │ · Before you begin ││
│ │ Getting Started · 5 min read │ │ · Step 1: Org profile ││
│ │ Last updated: Feb 15, 2026 │ │ · Step 2: Invite staff ││
│ │ For: Org Admin │ │ · Step 3: Configure settings ││
│ │ │ │ · Next steps ││
│ │ ──────────────────────────── │ │ ││
│ │ │ │ ───────────────────── ││
│ │ ## Before You Begin │ │ ││
│ │ │ │ Related Articles ││
│ │ Before setting up your org, │ │ · Understanding roles ││
│ │ make sure you have: │ │ · Compliance configuration ││
│ │ │ │ · Integration setup ││
│ │ - Your organization's logo │ │ ││
│ │ - Brand colors (hex codes) │ │ ───────────────────── ││
│ │ - List of staff to invite │ │ ││
│ │ │ │ [Ask AI Concierge →] ││
│ │ ## Step 1: Organization Profile │ │ ││
│ │ │ │ ││
│ │ Navigate to **Settings > Org │ │ ││
│ │ Profile** (or click [here]). │ │ ││
│ │ │ │ ││
│ │ [Screenshot of SET-001] │ │ ││
│ │ │ │ ││
│ │ Fill in your organization │ │ ││
│ │ name, upload your logo... │ │ ││
│ │ │ │ ││
│ │ ... │ │ ││
│ │ │ │ ││
│ │ ──────────────────────────── │ │ ││
│ │ │ │ ││
│ │ Was this helpful? │ │ ││
│ │ [👍 Yes] [👎 No] │ │ ││
│ │ │ │ ││
│ │ ← Previous Article │ │ ││
│ │ Next Article → │ │ ││
│ │ │ │ ││
│ └──────────────────────────────────┘ └────────────────────────────────────┘│
│ │
└──────────────────────────────────────────────────────────────────────────────┘
Mobile
Single column — article content full-width. Table of contents as a collapsible header. Related articles at bottom.
Interaction
- Table of contents: sticky sidebar (desktop) or collapsible top section (mobile). Click to jump to section
- Formatted content: headings, lists, code blocks, screenshots, inline links to platform screens
- Related articles: manually curated by content editors. Shown in sidebar (desktop) or at bottom (mobile)
- Feedback: "Was this helpful?" with thumbs up/down. Aggregated to identify articles needing improvement
- Previous/Next: sequential navigation within the category
- Partial offline: articles can be cached for offline reading. Cached articles show "Cached" badge. Images may not be available offline
- [Share]: copies article URL. [Print]: opens print-friendly view
- Deep links: articles can link directly to settings screens or features — "Navigate to Settings > Org Profile" is a clickable link
HELP-003: AI Concierge Chat
Conversational AI assistant that answers platform questions, provides guidance, and knows the user's context.
Desktop (Side Panel)
┌──────────────────────────────────┐
│ AI Concierge [×] │
├──────────────────────────────────┤
│ │
│ 👋 Hi Ana! I'm the GreenGrass │
│ assistant. Ask me anything │
│ about the platform. │
│ │
│ ───────────────────────────── │
│ │
│ You: How do I set up a │
│ canvassing campaign? │
│ │
│ ───────────────────────────── │
│ │
│ 🤖 To set up a canvassing │
│ campaign: │
│ │
│ 1. Go to **Field Operations │
│ > Canvassing** in the │
│ sidebar │
│ 2. Click **+ New Campaign** │
│ 3. Fill in the campaign │
│ details (name, dates, │
│ script, target area) │
│ │
│ 📎 Related article: │
│ [Creating Your First │
│ Canvassing Campaign →] │
│ │
│ Would you like help with │
│ any of these steps? │
│ │
│ ───────────────────────────── │
│ │
│ You: What fields are required │
│ for the script? │
│ │
│ ───────────────────────────── │
│ │
│ 🤖 The Script Builder requires: │
│ │
│ - **Introduction** (what the │
│ canvasser says at the door) │
│ - At least one **question** │
│ with response options │
│ - **Thank you** message │
│ │
│ Optional: │
│ - Follow-up questions │
│ - Score mapping │
│ - Branching logic │
│ │
│ [Open Script Builder →] │
│ │
│ ┌──────────────────────────┐ │
│ │ Ask a question... │ │
│ │ [→] │ │
│ └──────────────────────────┘ │
│ │
└──────────────────────────────────┘
Mobile (Full Screen)
┌────────────────────────────┐
│ ← AI Concierge │
├────────────────────────────┤
│ │
│ 👋 Hi Ana! Ask me │
│ anything about GreenGrass.│
│ │
│ ────────────────────── │
│ │
│ You: How do I set up a │
│ canvassing campaign? │
│ │
│ ────────────────────── │
│ │
│ 🤖 To set up a canvassing │
│ campaign: │
│ │
│ 1. Go to Field Operations │
│ > Canvassing │
│ 2. Click + New Campaign │
│ 3. Fill in details... │
│ │
│ 📎 [Creating Your First │
│ Canvassing Campaign →] │
│ │
│ ────────────────────── │
│ │
│ ┌────────────────────────┐│
│ │ Ask a question... ││
│ │ [→] ││
│ └────────────────────────┘│
│ │
└────────────────────────────┘
Interaction
- Context-aware: the concierge knows which screen the user is on and can provide screen-specific guidance
- Article links: responses include links to relevant knowledge base articles for deeper reading
- Action links: responses can include direct links to platform features ("Open Script Builder →")
- Chat history: persisted across sessions. User can continue a previous conversation
- Escalation: for questions the AI can't answer: "I'm not sure about that. Would you like me to create a support request?" (Premium tier only — standard tier shows "Contact your admin")
- Desktop: slides in as a right-side panel over the current content. [×] to dismiss
- Mobile: full-screen chat view, accessed from sidebar footer or help center
- Role-aware: responses adapted to the user's role. A volunteer asking about "campaigns" gets canvassing campaign guidance; an admin gets campaign creation guidance
HELP-004: Training Module List
Training modules for volunteers (learner view) and module management for Volunteer Coordinators (admin view).
Mobile — Volunteer View (Primary)
┌────────────────────────────┐
│ My Training │
├────────────────────────────┤
│ │
│ Required │
│ ────────── │
│ │
│ ┌────────────────────────┐│
│ │ 📋 Platform Basics ││
│ │ 4 lessons · 15 min ││
│ │ ████████████░░ 75% ││
│ │ [Continue →] ││
│ └────────────────────────┘│
│ │
│ ┌────────────────────────┐│
│ │ 🚪 Canvassing Training ││
│ │ 6 lessons · 25 min ││
│ │ ░░░░░░░░░░░░ Not ││
│ │ started ││
│ │ [Start →] ││
│ └────────────────────────┘│
│ │
│ ┌────────────────────────┐│
│ │ 🛡 Safety & De-escal. ││
│ │ 3 lessons · 10 min ││
│ │ ████████████████ ✓ ││
│ │ Completed Mar 1 ││
│ └────────────────────────┘│
│ │
│ Recommended │
│ ──────────── │
│ │
│ ┌────────────────────────┐│
│ │ 📞 Phone Banking Tips ││
│ │ 3 lessons · 12 min ││
│ │ [Start →] ││
│ └────────────────────────┘│
│ │
└────────────────────────────┘
Desktop — Admin View (Volunteer Coordinator)
┌──────────────────────────────────────────────────────────────────────────────┐
│ Training Modules [+ Create Module] │
├──────────────────────────────────────────────────────────────────────────────┤
│ │
│ ┌────────────────────────────────────────────────────────────────────────┐ │
│ │ Module Lessons Required Completed Avg Score │ │
│ │ ──────────────────── ─────── ──────── ───────── ───────── │ │
│ │ Platform Basics 4 ☑ 42/48 (88%) 92% │ │
│ │ Canvassing Training 6 ☑ 28/48 (58%) 87% │ │
│ │ Safety & De-escal. 3 ☑ 45/48 (94%) 95% │ │
│ │ Phone Banking Tips 3 □ 12/48 (25%) 89% │ │
│ │ GOTV Orientation 4 □ 0/48 (0%) — │ │
│ └────────────────────────────────────────────────────────────────────────┘ │
│ │
│ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │
│ │ Total Modules│ │ Avg Complete │ │ Volunteers │ │
│ │ 5 │ │ 53% │ │ 48 │ │
│ └──────────────┘ └──────────────┘ └──────────────┘ │
│ │
└──────────────────────────────────────────────────────────────────────────────┘
Interaction
- Volunteer view: shows assigned modules split into Required (must complete before shifts) and Recommended. Progress bar and status for each
- Admin view: shows all modules with completion rates across all volunteers. Click module to edit (HELP-008) or view details
- Offline caching: modules marked for offline include a download indicator. Cached content available without connectivity
- [Continue →]: resumes the module at the last completed lesson
- [Start →]: begins from lesson 1
HELP-005: Training Module Content
Individual training module — lessons with text, images, and video.
Mobile (Primary)
┌────────────────────────────┐
│ ← Canvassing Training │
│ Lesson 2 of 6 │
├────────────────────────────┤
│ │
│ The Door Approach │
│ ══════════════════ │
│ │
│ When a voter opens the │
│ door, you have about 10 │
│ seconds to make a good │
│ impression. Here's how: │
│ │
│ 1. Smile and introduce │
│ yourself by first name │
│ │
│ 2. Say who you're with: │
│ "I'm volunteering with │
│ Partido Verde" │
│ │
│ 3. State your purpose: │
│ "We're talking to │
│ neighbors about the │
│ upcoming election" │
│ │
│ ┌────────────────────────┐│
│ │ ││
│ │ [Video: Door ││
│ │ approach demo] ││
│ │ ▶ 2:30 ││
│ │ ││
│ └────────────────────────┘│
│ │
│ Key Points │
│ ────────── │
│ · Be warm but brief │
│ · Don't block the doorway │
│ · If they say "not │
│ interested," thank them │
│ and move on │
│ │
│ ───────────────────── │
│ │
│ ┌────────────────────────┐│
│ │ ← Previous ││
│ │ Next Lesson → ││
│ └────────────────────────┘│
│ │
│ ● ● ○ ○ ○ ○ (lesson │
│ progress) │
│ │
└────────────────────────────┘
Interaction
- Sequential: lessons in order. Previous/Next navigation. Progress dots at bottom
- Video: play-on-demand (not autoplay). Supports subtitles in tenant languages
- Completion tracking: lesson marked complete when the user reaches the bottom (scroll-based) or clicks "Next"
- Offline: text and images cached. Videos may not be available offline (too large). Offline indicator: "Video available when connected"
- Bookmarking: user's progress saved — returning to the module resumes at the last position
HELP-006: Training Quiz
Knowledge check after completing a training module.
Mobile (Primary)
┌────────────────────────────┐
│ Quiz: Canvassing Training │
│ Question 3 of 5 │
├────────────────────────────┤
│ │
│ A voter says "I'm not │
│ interested." What should │
│ you do? │
│ │
│ ○ Explain why they should │
│ listen │
│ │
│ ● Thank them and move to │
│ the next door │
│ │
│ ○ Ask them why they're │
│ not interested │
│ │
│ ○ Leave campaign │
│ literature and leave │
│ │
│ │
│ ┌────────────────────────┐│
│ │ Next Question → ││
│ └────────────────────────┘│
│ │
│ ● ● ● ○ ○ (progress) │
│ │
└────────────────────────────┘
Results Screen
┌────────────────────────────┐
│ │
│ ✓ │
│ │
│ Quiz Complete! │
│ │
│ Score: 4 / 5 (80%) │
│ Pass threshold: 70% │
│ Result: Passed ✓ │
│ │
│ Question Review: │
│ 1. ✓ Introduction basics │
│ 2. ✓ Door approach │
│ 3. ✓ Handling "not │
│ interested" │
│ 4. ✕ Recording responses │
│ 5. ✓ Safety protocols │
│ │
│ [View Correct Answers] │
│ │
│ ───────────────────── │
│ │
│ ┌────────────────────────┐│
│ │ Back to Training ││
│ └────────────────────────┘│
│ │
└────────────────────────────┘
Interaction
- Question types: multiple choice, true/false, short-answer
- One question at a time: reduces cognitive load on mobile
- Progress: dots showing position in quiz
- Pass/fail: configurable threshold per module (default 70%). Failed quiz can be retaken
- Review: after submission, shows which questions were right/wrong with correct answers
- Offline: quiz can be taken offline. Results sync when connected
- No time limit: volunteers may have intermittent attention (between door knocks, etc.)
HELP-007: Certification Status
Track training completion and certification status.
Mobile — Volunteer View
┌────────────────────────────┐
│ My Certifications │
├────────────────────────────┤
│ │
│ ┌────────────────────────┐│
│ │ ✓ Platform Basics ││
│ │ Completed Mar 1 ││
│ │ Score: 92% ││
│ │ No expiration ││
│ └────────────────────────┘│
│ │
│ ┌────────────────────────┐│
│ │ ✓ Safety & De-escal. ││
│ │ Completed Mar 1 ││
│ │ Score: 95% ││
│ │ Expires: Mar 2027 ││
│ │ [Renew Early] ││
│ └────────────────────────┘│
│ │
│ ┌────────────────────────┐│
│ │ ◐ Canvassing Training ││
│ │ In Progress (75%) ││
│ │ [Continue →] ││
│ └────────────────────────┘│
│ │
│ ┌────────────────────────┐│
│ │ ○ GOTV Orientation ││
│ │ Not Started ││
│ │ [Start →] ││
│ └────────────────────────┘│
│ │
└────────────────────────────┘
Desktop — Admin View (Volunteer Coordinator)
┌──────────────────────────────────────────────────────────────────────────────┐
│ Volunteer Certifications [Export CSV] │
├──────────────────────────────────────────────────────────────────────────────┤
│ │
│ [Search...] Module: [All ▾] Status: [All ▾] │
│ │
│ ┌────────────────────────────────────────────────────────────────────────┐ │
│ │ Volunteer Platform Canvassing Safety Phone GOTV │ │
│ │ ────────────── ──────── ────────── ────── ────── ────── │ │
│ │ Ana López ✓ 92% ✓ 87% ✓ 95% ✓ 89% ○ │ │
│ │ Carlos Méndez ✓ 88% ◐ 50% ✓ 90% ○ ○ │ │
│ │ María Santos ✓ 95% ✓ 91% ✓ 100% ○ ○ │ │
│ │ Luis Torres ✓ 78% ○ ✓ 85% ○ ○ │ │
│ │ Rosa Delgado ◐ 25% ○ ○ ○ ○ │ │
│ └────────────────────────────────────────────────────────────────────────┘ │
│ │
│ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │
│ │ Fully Cert. │ │ In Progress │ │ Need Renewal │ │
│ │ 3 of 48 │ │ 12 │ │ 2 │ │
│ └──────────────┘ └──────────────┘ └──────────────┘ │
│ │
└──────────────────────────────────────────────────────────────────────────────┘
Interaction
- Volunteer view: personal certification cards with status (✓ Completed, ◐ In Progress, ○ Not Started), score, expiration
- Admin view: cross-tab matrix showing all volunteers × all modules. Quick scan for certification gaps
- Expiration: some certifications expire (e.g., safety training). [Renew Early] opens the module for retake
- Renewal reminders: system sends notification 30 days before expiration
- [Export CSV]: admin can export certification data for compliance or reporting
HELP-008: Training Content Editor
Admin screen for creating and editing training modules.
Desktop
┌──────────────────────────────────────────────────────────────────────────────┐
│ ← Training Modules Edit: Canvassing Training │
│ [Save Draft] [Publish] │
├──────────────────────────────────────────────────────────────────────────────┤
│ │
│ ┌─ Module Settings ───────────────────────────────────────────────────────┐ │
│ │ │ │
│ │ Title * Required? │ │
│ │ ┌────────────────────────────┐ ☑ Yes │ │
│ │ │ Canvassing Training │ │ │
│ │ └────────────────────────────┘ Pass Threshold │ │
│ │ [70 ▾] % │ │
│ │ Description │ │
│ │ ┌──────────────────────────────────────────────────────────────────┐ │ │
│ │ │ Essential training for door-to-door canvassing volunteers... │ │ │
│ │ └──────────────────────────────────────────────────────────────────┘ │ │
│ │ │ │
│ │ Certification Expiry: [12 months ▾] (○ No expiry) │ │
│ │ │ │
│ └────────────────────────────────────────────────────────────────────────┘ │
│ │
│ ┌─ Lessons ───────────────────────────────────────────────────────── [+] ┐ │
│ │ │ │
│ │ 1. Introduction to Canvassing [Edit] [×] │ │
│ │ 2. The Door Approach [Edit] [×] │ │
│ │ 3. Recording Responses [Edit] [×] │ │
│ │ 4. Handling Difficult Situations [Edit] [×] │ │
│ │ 5. Safety Protocols [Edit] [×] │ │
│ │ 6. Wrap-Up & Next Steps [Edit] [×] │ │
│ │ │ │
│ │ [+ Add Lesson] Drag to reorder │ │
│ │ │ │
│ └────────────────────────────────────────────────────────────────────────┘ │
│ │
│ ┌─ Quiz Questions ────────────────────────────────────────────────── [+] ┐ │
│ │ │ │
│ │ 1. Multiple Choice: "What should you say when...?" [Edit] [×] │ │
│ │ 2. True/False: "You should block the doorway..." [Edit] [×] │ │
│ │ 3. Multiple Choice: "A voter says 'not interested'..." [Edit] [×] │ │
│ │ 4. Multiple Choice: "How do you record a response..." [Edit] [×] │ │
│ │ 5. Multiple Choice: "If you feel unsafe, you should..." [Edit] [×] │ │
│ │ │ │
│ │ [+ Add Question] │ │
│ │ │ │
│ └────────────────────────────────────────────────────────────────────────┘ │
│ │
│ ┌─ Assignment ────────────────────────────────────────────────────────────┐ │
│ │ │ │
│ │ Assign to: │ │
│ │ ● All volunteers │ │
│ │ ○ Specific volunteers (select from list) │ │
│ │ ○ Volunteers in specific roles (Team Lead, etc.) │ │
│ │ │ │
│ └────────────────────────────────────────────────────────────────────────┘ │
│ │
│ ───────────────────────────────────────────────────────────────────────── │
│ [Preview Module] [Save Draft] [Publish] │
│ │
│ Version 3 · Last edited by María Santos, Mar 2, 2026 │
│ │
└──────────────────────────────────────────────────────────────────────────────┘
Lesson Editor (on [Edit] click — modal or side panel)
Rich text editor with: headings, bold/italic, lists, images (upload), video embeds (URL), callout boxes (tip/warning). Content authored in the org's primary language. Translation support for additional languages (separate editing pass per language).
Interaction
- Lesson ordering: drag-to-reorder. Sequence determines learner progression
- Quiz question editor: question text, answer options, correct answer indicator, optional explanation
- Assignment: who must take this module. "All volunteers" is default. Can restrict to specific roles or individuals
- [Preview Module]: opens the module as a volunteer would see it (HELP-005 view)
- Versioning: version history with diff. Allows rollback to previous versions
- Save Draft vs Publish: draft is only visible to admins. Publish makes it available to assigned volunteers
Empty States Summary
| Screen | Empty Message | Action |
|---|---|---|
| HELP-001 (no articles) | Help articles are being prepared. In the meantime, try the AI Concierge for answers. | [Ask AI Concierge →] |
| HELP-001 (no search results) | No articles match your search. Try different keywords or ask the AI Concierge. | [Ask AI Concierge →] |
| HELP-004 Volunteer (no training) | No training modules have been assigned to you yet. | — |
| HELP-004 Admin (no modules) | Create training modules to onboard and certify your volunteers. | + Create Module |
| HELP-007 Admin (no volunteers) | Certification tracking will appear once volunteers start training modules. | — |
Accessibility Notes
- Knowledge base articles use proper heading hierarchy (h2, h3, h4) for screen reader navigation
- AI concierge chat supports keyboard-only interaction
- Training video includes subtitles in tenant languages
- Quiz questions use proper radio button groups with clear labels
- Progress indicators use both visual (dots/bars) and text (Lesson 2 of 6)
- Certification status uses text alongside icons (✓ Completed, ◐ In Progress, ○ Not Started)
Design Decisions
| Decision | Choice | Rationale |
|---|---|---|
| Role-filtered help content | Articles tagged by persona, prioritized in search | A volunteer searching "campaign" needs canvassing help, not campaign compliance settings. Role filtering reduces noise |
| AI concierge as side panel (desktop) | Overlays current screen, not a separate page | User can reference the current screen while asking questions. Context preservation is key |
| Training modules with offline caching | Text/images cached, video online-only | Volunteers may take training in low-connectivity areas. Video is too large to cache reliably, but text content must be available |
| Quiz as separate step (not inline) | Dedicated quiz screen after completing lessons | Clear separation between learning and assessment. Prevents users from just scrolling to the quiz without reading content |
| Certification expiration | Configurable per module (optional) | Safety training should be renewed periodically. Platform basics don't need renewal. Each org decides which is which |
| Feedback on articles | Simple thumbs up/down | Low-friction feedback signal. Detailed feedback would require too much effort from users who are already stuck |
Open Questions
- AI concierge language — should the concierge respond in the user's configured language, or should it detect the language of the question? Multilingual users may ask in one language and expect responses in another
- Training completion gating — should volunteers be blocked from starting shifts until required training is complete? Or should it be advisory only? Blocking improves training compliance but may prevent understaffed campaigns from operating
- External content — should the knowledge base support linking to external resources (YouTube videos, partner org guides) or should all content be authored within GreenGrass? External links risk broken links and content drift
- Concierge hallucination — how do we prevent the AI concierge from giving incorrect guidance? Should responses be grounded only in knowledge base articles, or should it also reason about the platform's general structure?