Retention Science: UX and Visual Design
As the user experience designer responsible for the Knowledge Base redesign, I planned and executed market research, user research, user testing, prototypes, visual design, and collaborated directly with the product manager and other stakeholders.
July 2018 - Jan 2019
Customer Need: Customers who are new to Cortex (Retention Science's product) need lots of information to learn how to use the various features of the product. With the current ZenDesk knowledge base, it has been brought to the client success team's attention that customers are having trouble finding information that is useful to them.
Business Need: Retention Science has clients that reflect organizations of all sizes, but they all depend on the knowledge base in addition to the client success team to learn the use of Cortex. The poor user experience reflects poorly on the brand and adds unnecessary workload to the client success team. Retention Science needs a knowledge base that is efficient at helping customers and reduces the number of less relevant support tickets.
How do we reduce customer confusion and redundant customer support tickets?
To better understand what users are expecting, I captured the user flows and features of several competing products' knowledge bases.
Additionally, I gathered best practices on reducing redundant tickets.
Who are the users, and what are their needs?
What do we focus on in the redesign?
In addition to observation, we used a post-test questionnaire to gauge how each prototype performed.
User Testing Learnings
The new knowledge base is a huge improvement and helps both internally and with our users.