# Video Walkthrough Scripts — Self-Service Support
**Created:** 2026-02-25 | **Status:** DRAFT — Awaiting Michael's review
**Purpose:** Short screen-recorded walkthroughs embedded in FAQ/help centre. Reduces support tickets for the top 5 actions. Michael doesn't need to be on camera — screen recording with voiceover or text captions.
**Format:** 30-60 seconds each. Phone-screen style. No music, no intro animation, no branding splash. Just show the thing.

---

## Video 1: Worker Sign-Up (60 seconds)

**Title:** "Sign up in 2 minutes — here's exactly how"
**Thumbnail text:** "Worker Sign-Up Walkthrough"

**Script/Storyboard:**

```
[Screen: rateright.com.au on mobile]

CAPTION: "Step 1: Tap 'I'm looking for work'"
→ Show the tap

CAPTION: "Step 2: Your details — name, trade, experience"  
→ Fill in fields. Show voice note option: "Or just tell us 
   about yourself — the AI builds your profile from a 
   voice note."

CAPTION: "Step 3: Upload your White Card"
→ Show camera icon, take photo of card
→ "The system reads the details automatically"

CAPTION: "Step 4: Set your availability and preferred areas"
→ Toggle days, set location radius

CAPTION: "Step 5: Done. You're in."
→ Show confirmation screen
→ "Contractors can now find you. You'll get notified 
   when there's a match."

CAPTION: "You pay nothing. Ever."
→ End screen with rateright.com.au
```

**Where it lives:** FAQ → "How do I sign up?" + Email sequence #1 link

---

## Video 2: Contractor — Post a Job (45 seconds)

**Title:** "Post a job in 60 seconds"
**Thumbnail text:** "Post Your First Job"

**Script/Storyboard:**

```
[Screen: contractor dashboard on mobile]

CAPTION: "Tap 'Post a Job'"
→ Show the button

CAPTION: "What trade? Where? When? What rate?"
→ Fill in: "Labourer, Parramatta, Monday 6AM, $45/hr"
→ "Be specific. Workers check the rate and location first."

CAPTION: "That's it. Post."
→ Tap submit

CAPTION: "We're matching you with verified workers now."
→ Show matching screen/loading
→ "You'll see profiles within hours. Most same-day."

CAPTION: "Browse free. $50 when you hire. No other fees."
→ End screen
```

**Where it lives:** FAQ → "How do I post a job?" + Contractor email sequence #1

---

## Video 3: Worker — Understanding Matches (45 seconds)

**Title:** "How to check your matches and respond"
**Thumbnail text:** "When You Get a Match"

**Script/Storyboard:**

```
[Screen: worker notification on mobile]

CAPTION: "You'll get a notification when a contractor 
   wants you for a job"
→ Show push notification

CAPTION: "Tap to see the details"
→ Show job card: trade, location, rate, start date, 
   contractor rating

CAPTION: "See the rate upfront. Always."
→ Highlight the rate. "$45/hr — no surprises."

CAPTION: "Accept or pass — your call"
→ Show accept/decline buttons
→ "No penalty for passing. Only accept what works for you."

CAPTION: "After the job — rate the contractor"
→ Show rating screen
→ "Good ratings build your reputation for better 
   matches next time."
```

**Where it lives:** FAQ → "How does matching work?" + Worker email sequence #3

---

## Video 4: Contractor — Review & Hire a Worker (45 seconds)

**Title:** "How to review workers and make a hire"
**Thumbnail text:** "Hiring a Worker"

**Script/Storyboard:**

```
[Screen: contractor job post with matched workers]

CAPTION: "Your matches appear here"
→ Show list of matched worker profiles

CAPTION: "Check their profile — trade, experience, 
   ratings, verified tickets"
→ Tap into a worker profile
→ Show verified badges, work history, rating

CAPTION: "Found the right one? Tap 'Hire'"
→ Show hire button

CAPTION: "$50. That's the fee. No surprises."
→ Show payment confirmation screen
→ "No subscriptions. No monthly cost. No percentage."

CAPTION: "Worker gets notified. You're connected."
→ Show confirmation
→ "Direct contact from here. No middleman."
```

**Where it lives:** FAQ → "How do I hire?" + Contractor email sequence

---

## Video 5: Both — Getting Help / Support (30 seconds)

**Title:** "Need help? Here's how to reach us"
**Thumbnail text:** "Getting Support"

**Script/Storyboard:**

```
[Screen: in-app or website]

CAPTION: "Got a question?"
→ Show FAQ/help section

CAPTION: "Check the FAQ first — most answers are here"
→ Scroll through FAQ categories

CAPTION: "Still stuck? Email support@rateright.com.au"
→ Show email link/button
→ "We reply within 24 hours, Mon–Fri"

CAPTION: "That's Michael reading your email. Not a bot."
→ End screen with support@rateright.com.au
```

**Where it lives:** Footer of every FAQ page + email sequence #1 for both audiences

---

## Production Notes

### What We Need from Builder
- Screen recording capability within the app (or use phone screen record)
- Host videos on YouTube (unlisted) or embedded directly in help centre
- Video thumbnails that work on mobile
- Auto-play without sound (captions essential — worksites are loud)

### Voice / Captions
- **Option A (preferred):** Text captions only. No voiceover. Cleaner, works on mute, no accent/language barrier.
- **Option B:** Michael records 30-second voiceover. Real voice, real person. More personal but harder to produce/update.
- **Recommendation:** Launch with captions only. Add voiceover in Phase 2 if data shows it helps completion rates.

### What We DON'T Need
- ❌ Intro animations or logo splashes — waste of everyone's time
- ❌ Background music — nobody needs ukulele over a sign-up tutorial
- ❌ Professional production — phone screen recording is fine. Authentic > polished.
- ❌ Long videos — if it's over 60 seconds, cut it in half

---

## Ticket Deflection Targets

| Video | Replaces These Tickets | Expected Deflection |
|-------|----------------------|-------------------|
| Worker sign-up | "How do I sign up?" "What do I need?" | 30-40% of signup queries |
| Post a job | "How does it work?" "What do I do first?" | 40-50% of new contractor queries |
| Understanding matches | "Where's my job?" "How long does it take?" | 20-30% of "no matches" complaints |
| Review & hire | "How do I hire?" "When do I pay?" | 30-40% of hiring process queries |
| Getting help | "Who do I contact?" "How do I reach you?" | 50%+ of contact queries |

---

*These videos should feel like a mate showing you something on their phone. Not a SaaS product tour.*