Portfolio - Knowledge(base) is power

I was initially hired as a UX Writer at PC Law | Time Matters, brought on to tackle the enormous task of re-writing the knowledgebase. We wanted to give users a better self-serve option and help take the load off of our customer service team.

There were thousands of articles, no structural hierarchy, a big gap in data-driven decision making, and no UX designers on the team. This meant I had to roll up my sleeves and get my design skills in order, to fully demonstrate what these articles could be.

Here was our starting point:

STEP 1: Create structure. I wanted to give users a starting point, but still have the fall back option of searching for something specific. Something for the newbie and something for the power user.

STEP 2: Organize content. Digging through the data, there was a long tail of articles but we also needed to highlight the ones that were getting viewed the most. Most popular articles for the newbie and long tail search for the power user.

STEP 3: Rewrite. Back to what I was hired to do. Moving away from long detailed paragraphs, to scannable and easy to digest instructions. Details for the newbie and chunks of info for the power user.