Situation

Our team was tasked with developing a help center to support users in accessing relevant support content. We recognized that the existing support structure lacked engagement, consistency with branding, and clear content management for internal agents.

Task

Our objective was to create a help center that not only matched the visual identity of the main website but also encouraged client interaction, offered intuitive navigation, and allowed for streamlined internal content management.

Action

We designed the help center as an extension of the main site, focusing on a user-friendly interface and content strategy aligned with UX best practices. Key features included easy article accessibility, a clear content hierarchy, and role-based visibility settings. This allowed support agents to publish and manage internal-use-only articles while maintaining overall content control.

Result

The result was a cohesive, branded help center that increased client engagement through accessible articles and improved internal efficiency by enabling agents to manage content with the appropriate visibility. The platform now serves as both a public resource and a private knowledge base, enhancing support delivery for both users and internal teams.