Case studies

Project overview

1. FRMSc started their help document as a simple PDF, which they distributed to their customers.
2. It was cumbersome and inefficient approach, as multiple standalone copies were shared with different customers.
3. Lack of organization made it difficult for their customers to find the information they needed.

What we did for this project

1. Applied Diátaxis framework to structure the content.
2. Designed a visually appealing web-based platform that aligns with FRMSC’s branding.
3. Created a responsive design to ensure the help center is accessible on various devices.
4. Organized information into clear categories and subcategories, making it easy for users to find relevant solutions.
5. Added a search feature that allows users to quickly locate specific topics or articles, enhancing the overall user experience.
6. Added an option to export single page and/or the entire help center content as a PDF for offline access.
7. Collaborated with the FRMSC team to ensure that the content is regularly updated and maintained.
8. Provided training and support to the FRMSC team on how to manage and update the help center content effectively.
9. Conducted user testing and feedback sessions to continuously improve the help center’s usability and functionality.

Project results

1. Decrease in the number of support emails related to troubleshooting basic issues by 50%.
2. Increased user engagement, with a 70% increase in the number of users accessing the help center.
3. Improved user satisfaction, with 85% of users reporting that they found the information they needed quickly and easily.
4. Decreased customer onboarding time to a week from 2-3 weeks.