How do we write this?

For Help articles to be scalable and consistent, there should be a guide we can refer back on. All articles have certain rules and formatting to provide the best experience to our users seeking help.

  • The challenge

    With 500+ articles on Help Centre, it would be nearly impossible to do a mass refresh of them all so they’re all perfect.

    Instead, we need to create guidelines that offer flexibility and take into account the existing content.

  • The work

    Working with the Content Guild and Design Systems, I crafted a style guide that was accessible and inclusive. Using evidence-backed rules, and keeping in mind the Wise tone of voice.

    This guide was completed within 2 weeks after 2 rounds of crit sessions with members from the guild and Design Systems.

  • The success

    Through gradual implementation of this guide, content edits were more efficient. With a steady increase across Help Centre in users selecting “Yes” to the question “Was this article helpful?”.