Help Center Redesign

Enhancing Accessibility and User Experience


Digital Content Creator (Content developer and advocate for users)


Zendesk, Figma, Miro, Usersnap


Member Experience Team in collaboration with the Marketing, Product, and Engineering Team


Aug 2021 - Dec 2021 (4 months)


Users currently visit the Help Center whenever they need assistance with identity verification and management services or an partner. However, it is difficult for users to easily find the solution to their problems amidst the 600+ help articles and outdated help center design. As a result, users rely on submitting a help ticket for issues that can be solved with the right self-service content.


How can we categorize our self-service content so that it is accessible and empowers less tech-literate individuals, non-English speaking users, and users who need extra assistance?


The solution includes two parts.

Simplified Content Taxonomy

The first is to build a sustainable content strategy that is sustainable for both our users and the company. This comprises a new and simpler content taxonomy that focuses on's users as opposed to organizations that partner with

Benefits of a simplified content taxonomy include:

UI Update for Enhanced Accessibility

The second part of the solution is to update the Help Center user interface (UI) because the current state comprises static pages instead of dynamic pages that automatically update whenever new content is added, changed, or reorganized. The goal of this component is to improve overall UI, increase accessibility, and fulfill 508 compliance requirements.

Key features:


Here is how I played a key role in the Help Center Redesign implementation.

Stakeholder Alignment and Design Thinking Process

Ensure alignment across teams and leverage the design thinking process to inform the Help Center redesign.


User Persona Development and Ideation

Establish user personas, conceptual content structures, and workflows to guide the redesign process.


Collaboration with the Design Team

Define functionalities and iterate on prototype designs in collaboration with the design team.


Prototype Evaluation and Feedback

Gather feedback from stakeholders through walkthroughs and critique sessions to refine the prototype.


UI Redesign and Development

Overhaul the Help Center's user interface based on feedback and stakeholder input.


Testing and Quality Assurance

Conduct thorough testing to ensure the functionality and usability of the redesigned Help Center.


Launch and Rollout

Deploy the redesigned Help Center and communicate the changes to users and stakeholders.


Continuous Improvement

Continuously monitor and iterate on the Help Center based on user feedback and analytics data.


Sustainable Content Strategy

As the Digital Content Creator whose primary responsibility is to maintain the Help Center, I defined a sustainable content strategy aimed at organizing and curating help articles effectively, ensuring that users can easily access relevant information to resolve their queries efficiently.

Environmental Impact products and services as well as their partners are constantly growing and changing, which calls for constant updating or creating of new content. The new content strategy enables the team to easily update, renovate, and re-promote existing content to remain relevant and visible. 

Economic Impact

Changing from a reactive to a sustainable content strategy introduces a more streamlined workflow, which helps reduce overspending on business, human, and financial resources

Human Impact

Many articles were very similar to one or more articles. Sometimes they were the same except under a different partner category. With this content strategy focusing on's offerings rather than partners, the company can reduce duplicate and repetitive work to free employees to be more creative.

Society Impact

By refining the written self-service content and freeing up time and resources, the team can now pursue new content opportunities, introduce new help features for users and the broader community and society, and support higher-level business goals.



The average monthly number of submitted tickets to the Help Center was reduced by 20% within 4 weeks of implementation. 


The revamping of the Help Center was a multifaceted initiative that required collaboration across teams and a deep understanding of user needs. One of the key challenges was balancing simplicity with the depth of content available on the platform, which we addressed through extensive user research and collaboration with cross-functional teams to develop an intuitive content taxonomy. 

The UI redesign presented challenges in ensuring compliance with accessibility standards and compatibility across devices and browsers, but close collaboration with design and technical teams resulted in the implementation of dynamic pages and accessibility features, improving overall usability and inclusivity. Maintaining a focus on training and documentation was crucial to ensuring the sustainability of the Help Center, empowering internal teams to keep it relevant and up-to-date. Ultimately, these efforts led to tangible improvements for members, empowering them to find solutions independently and enhancing satisfaction and trust in the platform's support services. 

Playing a major role in this project, I gained a lot of valuable experience and knowledge from this project. I overcame constraints (e.g. participant employment, prototyping a help center, content taxonomy), I gained valuable skills and experience in conducting research on topics at the intersection of interdisciplinary concepts, and most importantly I got the opportunity to create something that can make a positive impact to over 75 million users.


User-centered research is key in revealing nuanced requirements as well as other issues like bias, privacy, and stigma. By empathizing with users' perspectives, we can create inclusive and effective solutions.