AI-powered help-center content.

AI-powered help center content.

I was one of the first full-time non-partner hires for this early stage VC funded company. The task was to stand up one leg of our organization’s 3-Legged Stool.

MAIN RESPONSIBILITIES

Head of entire design and creative staff. Responsible for budgeting.
Identified largest opportunities through research, interviews,  and analytics.
Implemented core toolset to enable speed through collaboration and alignment.
Translated strategies into actionable projects. Hands-on full-service design + direction.

Understanding Our Customers’ Pain

Leveraging customer interviews and data insights, and synthesizing them in Dovetail, we developed our psychographic segmentations. Our learnings simplified our approach and decreased the five personas we were focusing on down to just one.

Customer Service Manager (CSM)

Goal
Be an authority by helping their clients to become experts and stay engaged on her company’s platform.

Problem
Creating help centers and documentation is:

1. Time Consuming
2. Expensive
3. Outdated Quickly

How Great Design Contributed to the Solution

Leveraging our AI product “Socrates” we captured user data on customers websites. To make that data usable we created a UX that focused on three buckets:

Creation of Assets

Implemented core toolset to enable speed through collaboration and alignment.

Access + Distribution

Ability for users to view, share, and embed all of the created assets.

Customization

Allow for users to edit and white-label assets for integration into their platforms.

Asset Types We Created

Interactive Guides

Auto Screenshot

Dynamic Videos

Slideshow Embed

Shareable Text

Planning It All Out

The design team leverages a combination of artifacts including sketches, flows, storyboards, journeys, and wireframes to communicate vision and promote alignment around projects.