Content had grown without anyone owning it. Notification emails buried the key information. Product pages read like sales pitches to people who had already bought the product. The support site had too many navigation options, inconsistent titles and formatting, outdated or duplicated articles, and broken images, with no one responsible for maintaining it.
Audited the website and support site, fed back changes to the website team, and took ownership of the support site, which had no owner
Led the move from Zendesk to Salesforce, working with external contractors to reshape the site within the new platform’s limits
Redesigned the homepage around one question, “How can we help?”, with a search bar covering every article in the knowledge base
Simplified the structure: fewer categories, clearer navigation and simpler copy, so getting to a product took fewer steps
Removed outdated and duplicated content, and set consistent standards for titles, formatting and tone
Created a process for publishing articles. Previously, anyone on the support team could create articles at will, which is how the duplication and inconsistency had built up. I introduced a streamlined process so new content came through one route, kept to the same standards, and didn’t duplicate what already existed.
Wrote a large number of articles from scratch for the relaunch, tailored to each audience, from end users to system administrators. I ran every journey myself so the steps and screenshots were accurate
Fewer support tickets about the core areas users had been contacting support about
The support team could point users to articles instead of answering the same questions one by one
The support team welcomed the new publishing process, which kept the knowledge base consistent rather than adding to the clutter
One clear entry point, with search across every article and simpler navigation to each product
Owning the help centre meant I was able to treat content as a product of its own; something that needs structure, standards and someone looking after it, not just writing. People arrive at a help centre with a problem. The job is to get them to the answer as quickly as possible, and to keep it that way as the product evolves and more customers come on board.
Also at Egress
Alongside the help centre, I rewrote all of the product’s notification emails, so every message made clear who it was from, what happened and what to do next. I also replaced sales copy in the product with plain explanations for people who’d already bought it.
