<aside> 💡 Company: Firegroup

Team: Kudosi (formerly Ali Reviews)

Role: UX Writer

Tools: FigJam, Crisp, Spreadsheets, Google Docs

Outcome: New information architecture and improved helpdesk experience

Website: https://help.kudosi.ai/en/

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🚀 Challenge

Users struggled to find information on the helpdesk website. Despite having a comprehensive knowledge base, including user guides, technical documents, legal information, and FAQs, outdated navigation and poor search functionality made it difficult for users to find the answers they needed. This led to a high volume of support requests for issues that were already documented, overwhelming the support team and diminishing the user experience.

Solution

I restructured the helpdesk’s information architecture, creating a logical, user-friendly sitemap that significantly improved accessibility. By aligning articles under clear categories and optimizing the search functionality, we made information easier to find and drastically reduced unnecessary support requests.

Success metrics

• Reduced the number of monthly support tickets related to helpdesk queries from 150 to 100 (a 33% reduction).
• Reduced average time users spent searching for helpdesk articles by 20%, as indicated by site analytics.
• Boosted engagement with help articles by increasing the click-through rate on help links from 25% to 60%.

How I helped

1. Information architecture

• Collaborated with product managers, designers, and the product marketing team to set clear goals for restructuring the helpdesk.
• Developed a new IA based on data analysis and user needs, ensuring the most relevant articles were easily accessible.
• Prioritized user requests and frequently asked questions by leveraging Google Analytics to optimize article placement and hierarchy.

2. Restructured helpdesk sitemap

• Identified gaps in the existing sitemap and created guidelines for consistency across articles in terms of tone and format.
• Introduced clear categories and a searchable format, enabling users to locate articles quickly through keyword searches.