
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
- Needs Analysis: Intake of stakeholder needs conducted with assessment of challenges and gaps in existing customer portal.
- Help Center Redesign: Consult and project plan with Designers on new design and layout.
- Content Audits: Analyzed existing materials to identify improvement areas.
- Three-Step Review Process: Developed a structured approach to refine and validate content.
- 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.