The Problem
11Sight launched a complete new UI for it's browser application in November 2021. At the same time, it migrated its marketing website to a new content management platform.
- 11Sight's Help Center was outdated and needed to be updated with content for the new UI.
- The new content management platform did not support a help center, so we needed to find a new way to host the Help Center.
The Solution
First, I created the new content for our Help Center by taking screenshots of our application and detailing the steps needed to achieve each desired outcome. Then, I researched several help center hosting services and presented my findings to the management team. We decided to go with the most cost effective option and I quickly uploaded all the content to publish. I also re-categorized the content under product-related topics and user roles for easier access. After publishing the Help Center, I enlisted the help of a team member to prepare several How To videos to aid in our customers' learning.
Finally, to make sure that we keep the content up to date I created an iteration document. I update it after each release and make sure to log the updates I made so my successor can have a smooth transition.
