UX Writing & Content Strategy 2022-2026
Scaling Self-Service Through Strategic Documentation
Building a comprehensive knowledge base that reduced support volume by 40%
Overview
Architected and authored a comprehensive knowledge base with 300+ help articles, video tutorials, and interactive guides that transformed customer support from reactive ticket-handling into proactive self-service. Created content for multiple user types (employers, employees, mobile users) across complex workflows including payroll processing, compliance, scheduling, and financial management.
The Problem
Support tickets were overwhelming the Customer Success team, with the same questions being asked repeatedly. Users struggled to find answers in scattered, outdated documentation. There was no unified content strategy—articles were written reactively without considering user journey, information architecture, or content discoverability. Mobile users had no dedicated guidance despite representing 35% of the user base. This created a poor user experience and unsustainable support costs.
My Role
Principal UX Writer & Content Strategist. Led knowledge base architecture, established content standards, wrote 300+ articles, created onboarding series, and developed content governance model.
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Process
- Analyzed 1,000+ support tickets to identify top user pain points and content gaps
- Conducted user research with 10+ clients to understand mental models and documentation needs
- Designed information architecture organizing content by user type, platform, and workflow
- Established writing standards for voice, tone, structure, and accessibility
- Created multi-part onboarding series to reduce time-to-first-payroll for new clients
- Developed mobile-specific documentation addressing unique mobile workflows and constraints
- Created employee Spanish versions for greater accessibility and localization
Design Decisions
- Multi-Dimensional Content Architecture
- Organized content across three dimensions: user type (employer vs. employee), platform (web vs. mobile), and workflow (setup, daily operations, compliance). This allowed users to find answers based on their context rather than guessing where to look. Created landing pages for each major workflow area.
- Progressive Disclosure Writing Pattern
- Structured articles with layered complexity: quick answer at top, step-by-step instructions next, then advanced details and edge cases. Users could get their answer in 30 seconds or dive deeper as needed. Reduced average time-to-answer by 60% according to analytics.
- Onboarding Series Strategy
- Instead of expecting new clients to piece together dozens of articles, created sequential 'Get Started with Fingercheck' series (Part 1: Team Setup, Part 2: Company Setup, Part 3: Payroll Setup). This guided approach reduced setup abandonment and support escalations during critical first week.
Results
This knowledge base transformation demonstrates my ability to think strategically about content at scale. Rather than just writing individual articles, I designed a content ecosystem that serves different user needs across their entire journey—from initial setup through daily operations to complex compliance scenarios. The multi-dimensional architecture, progressive disclosure pattern, and platform-specific guidance show that great content strategy considers user context, cognitive load, and discoverability. By reducing support volume by 40%, I proved that well-structured, user-centered documentation is not just a nice-to-have—it's a critical business lever that improves user experience while reducing operational costs.
Deliverables
- 300+ help articles across all product areas
- Three-part onboarding series for new clients
- Content writing standards and style guide
- 100+ video tutorial scripts and guides in both English and Spanish
- Multi-dimensional information architecture
- Mobile-specific documentation suite
- Article templates for different content types