Help Center Overhaul

As part of a larger initiative to improve customer self-service and reduce support ticket volume, my team led the end-to-end redesign of the company's Help Center and FAQ library. The existing expereience was fragmented, outdated, and difficult to navigate, resulting in low engagement and poor user reviews.

Our primary goals for the project included:

• Improve discoverability of help content

• Reduce friction in finding answers to common questions

• Align the Help Center with updated brand standards

• Decrease support ticket volume through better design and content

Our first step was conducting a comprehensive audit of existing help articles and FAQs. We looked at search metrics and interviewd user support agents to identify pain points. Next, we conducted an information architecture analysis, and reorganized the support content into more intuitive categories within a tiered structure to align with user expectations. We consolidated the number of articles and eliminated unhelpful articles to reduce the cognitive load on users looking for support.

Finally, we collaborated with subject matter experts to get the clarity and understanding to rewrite the articles in plain, conversational language. We implemented a system of version control and governance where there had been none, to ensure a transparent and orderly workflow.

This project reinforced the importance of a having a strong content strategy grounded in user and support agent data.

By tapping into these resources, along with insights from SMEs, we were able to refresh and streamline our user support system into one that delivered value to our customers and merchants.