Helping users help themselves
At Wise, my primary responsibility was the content for Help Centre. This meant maintaining 500+ articles that solve problems across the entire product — from consumer, to business, to API.
Testing
Working with the product designer, we tested the structure for Help Centre with card sorting and tree testing. We learned that users look for help through keywords and actions. With this finding, we changed topics from being feature-based to action-based.
Maintaining
I negotiated the need for a more advanced Content Management System. By working with product and developers, we explored migrating to Contentful.
Going from Zendesk Guide to Contentful meant more flexibility in what we could do for our users in Help Centre.
Succeeding
By aligning with user mental models, and having a CMS with more flexibility, articles became more successful.
92% of users who read an article would not need help from Customer Support.