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SaaS•Product Guide · UX
Turning an AI call intelligence platform into an interactive product guide
An interactive, web-based product guide that lets users explore voxSCORE through realistic product screens, guided walkthroughs and clear explanations, without exposing real customer information.
Client · voxSCORE
- UX Design
- Product Content
About the client
About voxSCORE
voxSCORE is an AI-powered call intelligence platform that helps teams transcribe, review, evaluate and analyse customer conversations.
With a wide range of features across call management, scoring, evaluation schemes, reporting and administration, the business needed a clearer way to show users how the platform works.
- Industry
- SaaS
- Services provided
- UX Design, Product Content
Overview
Project overview
voxSCORE is an AI-powered call intelligence platform that helps teams transcribe, review, evaluate and analyse customer conversations. With a wide range of features across call management, scoring, evaluation schemes, reporting and administration, the business needed a clearer way to show users how the platform works.
Pineapple Digital Marketing created an interactive, web-based product guide that allows users to explore voxSCORE through realistic product screens, guided walkthroughs and clear explanations, without exposing real customer information.
The challenge
Where things were breaking down
voxSCORE is a capable platform, but its depth can make traditional product documentation difficult to navigate. A static guide can explain what a feature does, but it cannot easily show users where to find it, what they will see or how different parts of the platform connect. The new guide needed to:
- Make a complex product easier to understand
- Support users with different roles and levels of experience
- Show realistic product journeys without using live customer data
- Cover the platform in enough detail to be genuinely useful
- Be simple to navigate and easy to update as the product evolves
- Provide a more engaging alternative to a long, static document
Privacy was also an important consideration. Product screenshots can contain agent names, telephone numbers, call recordings, transcripts, customer-specific evaluation schemes and account information. None of this could appear in a publicly shareable guide.
The objective
Structured but simple
The goal was a self-guided product help centre built around the way people actually use voxSCORE. Instead of presenting users with pages of instructions, the guide recreates key areas of the platform in an interactive demo environment. The content is organised into five clear areas:
- Dashboard and call management
- Individual call review, system scores, evaluations and analytics
- Evaluation schemes and categories
- Tokens and user administration
- Operational, quality, agent and billing reports
This structure helps users go directly to the task they need to complete while still giving new users a logical path through the product.
The approach
Building on a clean foundation
The guide was planned around actions rather than feature names alone. It explains practical tasks such as filtering call records, using mass actions, opening a call, selecting an evaluation scheme, reviewing a transcript, interpreting scores, creating users and exploring reports.
Preparation
Each section includes:
- A realistic recreation of the relevant voxSCORE screen
- Numbered hotspots linked to specific interface elements
- Short, plain-English explanations
- Guided tours for users who prefer a step-by-step introduction
- Definitions of the main controls, fields and metrics
- Clear links to the next relevant part of the guide
- Search functionality for finding help quickly
Configuration
To make the experience useful, the screens needed to feel authentic. However, using real account data was not appropriate, so we created a safe and realistic demo environment:
- Fictional content for the entire guide, including agent names, telephone numbers, call details, conversations, company references, evaluation schemes and reporting data
- Interactive states where they improve understanding, such as report summaries, selection menus and example forms and category windows
- A clear privacy notice throughout the experience so users understand they are viewing a demonstration environment rather than live customer information
This preserved the context users need to understand each screen while making the guide safe to share.
The results
Immediate clarity and visibility
The finished product guide gives voxSCORE a more visual and practical way to introduce the platform, explain its features and support users.
- Users learn by exploring a familiar version of the interface rather than interpreting a static manual
- A resource that supports product demonstrations, onboarding, training and day-to-day feature discovery
- A flexible foundation for future documentation, with new screens, walkthroughs and explanations added as the platform develops
- A GDPR-safe experience built entirely on fictional demo content
The guide stays connected to the product rather than being left as a one-off document.
Deliverables
What we delivered
- Product guide strategy and information architecture
- User journey and task mapping
- UX and interface design
- Interactive product screen recreations
- Guided tours and contextual hotspots
- Product copy and plain-English instructions
- Fictional demo content and data anonymisation
- Responsive web development
- Testing and interface refinements
Services used
What was involved
Key takeaways
What this project taught us
- Interactive guides explain complex products faster than static documentation
- Planning around real user tasks makes help content genuinely useful
- Fictional demo data keeps a public guide realistic and GDPR-safe
- A structured foundation lets documentation grow with the product
Need to make a complex product easier to understand?
We help B2B businesses turn technical products, services and internal knowledge into clear digital experiences, from interactive product guides and help centres to websites, onboarding content and sales tools.
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