Help Center

category

Content Strategy

client

Automox

year

2024-2024

Objective

Enhance the Help Center by improving layout, article quality, and content processes to optimize user experience and reduce support tickets.

Strategy

  • Conduct thorough content audits to assess article accuracy, relevance, and gaps.
  • Implement a three-step review process to ensure content quality and consistency.
  • Restructure the knowledge base for better navigation and discoverability.

Creative Process

  1. Needs Analysis: Intake of stakeholder needs conducted with assessment of challenges and gaps in existing customer portal.
  2. Help Center Redesign: Consult and project plan with Designers on new design and layout.
  3. Content Audits: Analyzed existing materials to identify improvement areas.
  4. Three-Step Review Process: Developed a structured approach to refine and validate content.
  5. Knowledge Base Restructuring: Redesigned the information architecture to enhance user accessibility and engagement.

Results

Improved article quality and and enhanced navigation and searchability, resulting in improved self-service experience.

Conclusion

The Help Center relaunch successfully transformed the self-service experience, providing users with clearer, more reliable content and a streamlined navigation structure. By implementing structured audits, a rigorous review process, and an improved knowledge base, the initiative led to tangible improvements in efficiency and customer satisfaction.