Copper Knowledge Base

The problem facing the old Knowledge base, was customers were not finding the articles that they needed, when they needed them. Our search was not very helpful and our site navigation was lacking. I was tasked with solving this problem for our end users. How could we better enable our users to find the resources they needed? 

My solution was to provide predictive search results based on what users were typing to better guide them in the direction of content that we had. Another solution for us was to rebuild the navigation in a side navigation to provide better hierarchy.

My responsibilities

• Studying site recordings to understand how users were interacting with the knowledge base
• Run a competitive analysis to see how best in class support sites were structuring their documentation
• Build wireframes for our brand design team
• Build out knowledge base using Zendesk's templating system