Knowledge Base
Note: Since this project was designed for my client's internal systems, I can't show screenshots of the real thing. The sample here is a mockup that represents the type of work I did, and contains no proprietary information or designs belonging to the client.
Challenge: Sweetwater's IT department leadership wanted to reduce common support tickets and free up bandwidth for their desktop support team. At the time, leadership also pushed for more personalized end-user communications to add more dimension to general staff's relationship with IT.
Solution: Build an IT knowledge base that 1) offers simple solutions to general staff's most common problems and 2) puts users at ease with simple navigation and a friendly tone.
My Contributions:
Interviewed the desktop support, communications, and cybersecurity teams for insight on users' most frequent questions and upcoming software rollouts.
Worked with my team to set a document style and draft help docs in Atlassian Confluence.
Designed landing page with a clear layout framing the search box.
Established the space's information hierarchy so that users can find any solution in three clicks.
Solicited ongoing contributions from IT team leads.
Scripted, recorded, and edited video tutorials as needed.
Outcome: We have a knowledge base with 110 articles and counting. It's the de facto staging area for company-wide change communication, with teams across the department leaning on the knowledge base to teach staff about new security policies, software, phone systems, and more.
Knowledgebase Mockup.pdf