Redesign of the Help Center Experience

Design Project · 2023 · Cologne

A redesign concept for the help center experience of a digital product across web and mobile, replacing a single, hard-to-navigate FAQ page with a structured, user-centered support system. **My role** I led the conceptual design and information architecture, defining navigation patterns, content structure, and interaction models for both platforms. **Approach** - Restructured the information architecture into clearly organized topics and articles - Introduced search as a primary entry point to support intent-driven content discovery - Designed a modular article format with progressive disclosure for digestible reading - Integrated lightweight feedback mechanisms so users could rate the helpfulness of articles - Adapted the entire experience for mobile using familiar app interaction patterns **Outcome** The concept transforms the help center from a static FAQ into a discoverable, scalable support system that reduces friction in finding answers and creates a foundation for future support and self-service features.