2024
wellhub
help center
Product design
user research
user testing
responsive design
metric analysis
strategy
SITUATION
After 18 months leading design on Wellhub's backoffice tool, I took on a new challenge: leading the service channels team, responsible for Wellhub's help center and chatbots.
The help center I inherited was a legacy product built on Zendesk Guide. It ran on handlebars.js, an outdated technology that made it hard to attract and keep developers, and the Zendesk Guide CMS severely limited what design could do. Major changes were impossible, and even small ones risked breaking the whole system.
TASK
Replace the legacy platform with a help center the team could design and ship on independently, without breaking the experience for millions of existing users.
ACTION
We used Hotjar as our main tool to study how people behaved in the product. Once we understood how users were interacting with it, we interviewed them and ran usability tests. In parallel, I led a qualitative analysis of more than 11K support tickets using AI
With those insights in hand, our wireframe prototype outperformed the previous design on task completion. That gave us the evidence to convince senior stakeholders to move forward with the new interface.
