B2B SaaS Company Help Center Content Design & Migration
Movable Ink's Studio and Da Vinci support centers were operating as separate entities, with Da Vinci's poor CMS leading to low user engagement and inefficient content management.
I led a strategic migration to Zendesk, redesigning the information architecture and implementing unified technical writing guidelines, which resulted in a 70% increase in engagement and a 90% search success rate.
Content guidelines
Copywriting & content
Content design
MY PROCESS
Building a User-First Foundation
I partnered with the technical writing and product teams to reimagine our support centers' information architecture from the ground up. By diving into customer data and industry research, we designed an intuitive structure that made content easy to find—focusing on creating a seamless search experience that worked consistently across both platforms.
MY WORK
Establishing Content Standards
I created comprehensive content guidelines that covered everything from voice to taxonomies, then worked closely with our technical and customer success teams to refresh our entire content library. This collaborative approach ensured our new standards were both practical and effective.
Similar guides were made for each content type adapted from GitLabs contributor writing guidelines.
Launching the New Experience
I guided the support center launch from final content updates through deployment, working closely with our development team to ensure a smooth rollout for both internal teams and users.
THE RESULTS
Driving Measurable Impact
Our strategic overhaul transformed Movable Ink's support experience, boosting user engagement by 70% and achieving 90% search success. Beyond the numbers, we created a scalable system that empowered users through self-service while making content management more efficient.
