Customer success content strategy

I completed a comprehensive content audit to evaluate how users accessed documentation, training, and support:

• Categorized content types, including help, training, release notes, product communications, quick start guides, and information packs.

• Mapped content access via in-product, installation packages, and the support site.

• Cataloged content that could be reused and migrated, and what would need to be written from scratch.

I researched how digital readers consume content to show leadership why our delivery model had to change:

• Analyzed reading behaviors, which showed that users only read 20% to 28% of a page and leave within 10 to 20 seconds.

• Identified engagement barriers, including declining attention spans and an aversion to long passages.

• Established delivery pillars, requiring content to be quick to access in one location, simple, highly focused, and engaging.

I translated my research into a strategy for a centralized, online customer success center:

• Real-time publishing to keep content up-to-date.

• Configurable search to guide users to key topics and features.

• Analytics and feedback to track activity and encourage corrections to improve the product.

• Scalable architecture featuring a light, clean UI designed for long-term growth and evolution.

Using Adobe XD, I built a clickable prototype to bring the strategy to life. This interactive model allowed stakeholders to experience the navigation, search, and UI before development began

I presented the audit, research, and prototype to internal stakeholders, earning enthusiastic adoption across leadership. 

Based on this reception, I was invited to present the strategy directly to clients during active user studies to validate the new model.