Lead UX Designer
Crimson Hexagon needed to move their help center to Zendesk and rewrite and refine their documentation, so I worked with their Knowledge Manager to also give their layout and design a facelift. I focused specifically on the landing page and new user walkthrough by outlining prominent categories for help queries and searches based on use cases. I interviewed customers to determine where they struggled with the product in order to carefully streamline the user flow of the help pages, and ensure the most needed information was the most prominent. I also designed some new icons for the categories.
I introduced a wizard walkthrough for the get started page. This allowed for an easy guide to starting to use Crimson Hexagon that was simple for our users to navigate and educate themselves.
For the search page, I split the page into two sections, one for the Knowledge Base and the other for Community forum answers. Users could answer each other's questions, or ask questions that could be answered by the customer success team, and those answers could be valuable resources to appear in the search.