My Role
Users struggled to find answers to common questions, leading to increased support tickets and frustration.
My goal was to create clear, accessible, and user-friendly FAQs and help center articles that empowered users to resolve issues independently.
I was responsible for structuring and writing FAQ entries and help center content that addressed real user needs.
Identifying User Needs
I analyzed support ticket data to identify top user questions and pain points so I could gather further insights on common queries.
Content Strategy
I organized information into logical categories for easy navigation while prioritizing high-impact questions that focused on alignment with user mental models.
Writing Clear and Actionable Content
I focused on using simple, jargon-free language to address user needs quickly before structuring each article with clear headings, step-by-step instructions, and visuals where needed.
I also included links to related content to guide users deeper into the knowledge base.
FAQs Articles
NOTE: FAQs articles written for INTL markets aren't included
Results:
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Reduced support ticket volume related to FAQs while increasing user satisfaction scores for the help center by 12%.
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Users reported finding answers faster, improving overall product experience.