Help center content

What I do
Audit and analyze existing Help Center content, current customer service emails, and existing UI to create Help Center content that answers user questions in a clear and consistent way.

Case study: Creating clarity for users on Barnes & Noble.com
When Barnes & Noble launched its PubIt! self-publishing platform, it was flooded with almost 100 customer service emails every day. As a content strategy specialist working directly for BN.com, I spoke with PubIt! stakeholders, explored the new UI, audited and analyzed customer emails, identified backend issues, and wrote boilerplate responses to emails. Finally, I audited and analyzed existing FAQ Help Center content and made recommendations for new content to reduce customer service email volume.

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