Situation

The City of St. Paul had an internal, minimally designed Zendesk help center containing basic knowledge articles. With a newly revamped main site, they wanted to transition the help center to be customer-facing and visually aligned with their updated brand identity.

Task

Our goal was to redesign key visual components of the Zendesk help center — specifically the landing page and the back page hero and navigation areas — to reflect the city's brand, improve usability, and make the platform welcoming for public users.

Action

We incorporated visual elements from the city's main site, using cityscape photography for the hero section with a prominently placed search bar to drive self-service. Category sections were displayed using tile layouts, each with a custom hover state that changed color to align with the primary site's color palette. Navigation was refined to be intuitive and visually clean, supporting ease of use across devices.

Result

The redesigned Zendesk help center presented a cohesive, branded experience that made support content more approachable and accessible for residents. By integrating city imagery and interaction design consistent with their main site, the new layout improved user confidence and engagement with the platform.