help-center-design
Help Center Design
Design AI-first help centers, knowledge bases, FAQs, and learning materials.
This skill reflects the shift from static help portals to AI-powered, embedded, personalized self-service systems.
Workflow (Use As Default Order)
- Define scope and constraints
- Audience/personas, product area(s), product versioning, channels (web/in-app), compliance requirements, localization needs.
- Inventory current knowledge
- Top tickets, top searches, top articles, top escalation reasons, and known content owners.
- Build information architecture
- Category structure, tagging, navigation, URL strategy, and internal linking.
- Standardize content
- Article types, templates, AI-friendly writing rules, and visual standards.
- Instrument and measure
- KPIs, event tracking, dashboards, and search query logging.
- Add AI support safely
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