Project Support Reimagined

Long story short

As part of a larger project, our support website was migrated from a legacy CMS to the current system. I was assigned to re-imagine the design, user flow, and site structure for the migration.

I mediated work between several teams that worked on the data export, migration script, and front-end development.

The goals

The two main goals are to clean and update the page content, while updating the page designs to align with our current design guidelines.

We also identifited a major pain point in the legacy website was the complex, nested page navigation. We determined the new design needed to flatten out the topics so that everything was easy to view and find on the home pages.

Let's talk process

This is some of the process behind the re-design.

  • Strategy & brainstorm: our internal team held several workshops to talk about site taxonomy and structure. Because our team is entirely remote, I developed a Figjam board so that we can strategize and collaborate together in a virtual space.
  • Wireframe: in the final workshops, we collaborated on wireframes for the new pages. I built the Figjam so that non-designers on our team could participate in brainstorming the skeleton of the new pages.
  • Prototype: I transformed the final wirefame into an interactive prototype of the pages.
  • Development: We are currently in our final phase of development. The website content is almost fully updated. My final task is to implement the new design in our CMS.

The future

We are in the final phases of the overall migration project. This final re-design phase is quite the heavy lift, as we are combing through almost 300 support topic pages that need updates.

As my teammate cleans up the content, I have begun developing the new home pages based on the prototypes. Our goal is to publish the new support pages by mid-July 2022.