When developers made changes to the app, help documentation quickly became obsolete.

Client-facing help content existed in a variety of formats (e.g., printed documentation and emails).

Multiple teams provided help content on an as-needed basis, but no single team oversaw distribution or updates.

Clients lacked one central location where they could digitally access help content.

Designed and implemented a knowledge base that provided a comprehensive online resource for clients and internal teams.

Created and managed the information architecture and content.

Wrote articles and managed content based on client needs.

Collected and analyzed content performance, then shared insights with senior leadership.

Compiled all documentation from all teams, including implementations, support, product, and engineering.

Coordinated with stakeholders to determine gaps in knowledge and to quantify customer pain points.

Analyzed existing knowledge base architecture.

Designed content style guide, article template, and knowledge base structure.

Reviewed proposed designs with stakeholders.

Wrote new articles that provided an overview, outline of benefits, and instructions.

Linked new articles to existing in-app help service to provide seamless access to hundreds of articles.

Updated knowledge base articles when new features and enhancements are released.

Conducted user research to monitor feedback and adjusted content to ensure comprehensive support.