Knowledge Base

A New York-based customer relationship management leader wanted a public-facing knowledge base as a support offering for their consumers. The new tool would provide a self-help area to let users find answers before contacting support agents, opening tickets, and impacting CX costs.

Through extensive customer interviews, we identified pain points with existing solutions and after synthesizing the results of our research, we generated opportunities. These ideas were brought to the team in NY and discussed in a workshop with business leaders, product managers, and engineering.

We broke down the opportunities on a three dimensional matrix to develop clear scatter-plot we could design and build against that had the support of all facets of the business. The remaining opportunities not in the first release were transformed into a working product roadmap for future development.

As many of the client’s core consumers are large brands, we needed a white-label solution that was easy to view, kept content easy to read or watch, and was also easy for teams to design to fit their online brand.

In addition to daily stand-ups, we held weekly design reviews with engineering teams to see progress on design implementations and ask questions ahead of sprint retrospectives. By leveraging design frameworks from other systems, we were able to focus on architecture and interactions.

In addition to launching the application ahead of schedule, the team was able to migrate three of their clients from competitor solutions within a month. The sales team was able to use the new product features to close their largest account at the time. We were able to show how insights from user research were able to drive systems thinking for new product releases in the future, giving the client a repeatable template for continued product success.