top of page
MHC1.png

Melon Help Center

One of the first noteworthy projects I undertook at WhereTo was the creation of our Help Center. When I was brought on as their first Product Support Operations Lead, WhereTo was still a small B2B product  for approximately 3,000 users. Over time it became clear that a better way to streamline the workload for my team was to empower customers to seek out solutions themselves, thus the Help Center was created. 

​

The following process goes over the content creation and information architecture for the help center. While some of the contributor names have changed (as this platform changes the name to the last user to update the article), most of the content has been unchanged outside of re-branding. If you'd like to view the Help Center content, please use the button below:

Help Center Creation 
Help_edited.png

01

Problem Context

When I first started at WhereTo as a product support manager, it became apparent that encouraging self-service opportunities in a Help Center would be a more seamless support experience than using agent bandwidth to answer basic product questions. To help my booking agents out and remove product-related distractions, I created the first iteration of the Help Center branded under WhereTo, along with all of the preliminary articles used by WhereTo prior to the rebranding to Melon. 

02

Help Center Organization

My first task was to create a tagging system in Intercom to track themes for our most common product support requests that came in as support tickets. From these common issues, I created the following broader article categories:

  • Account Information

    • Logging In​

    • Profile Settings

  • Trip Arranger FAQ's

  • Travel and Booking FAQ's

    • Hotels​

    • Flights

    • Cars

    • General

  • Information About Melon​​

  • COVID-19 Travel Information​

2022-02-15_2215.png

The hope was that by increasing self-service opportunities for the most common product requests, we would reduce the amount of support requests being directed to travel agents and provide users more autonomy over managing their bookings. 

03

Tip Example

Tip.png

Note Example

Note.png

Important Example

Important.png

Article Tone-of-voice

For each support article, I maintained consistency in tone of voice by using a warm, helpful, and succinct verbiage to make these resources more approachable to visitors.

​

I also included notes and tips in-between directions for additional context and interactions they may want to consider or be aware of:​​

  • "Tips" were used to provide additional information that could enhance their experience, ie. "you can apply your unused tickets to your booking before checkout."

  • "Notes" were used to reference any stipulations they should be aware of, ie. "seat selection may not be available after checkout."

  • "Important" meant that there might be something that could affect their booking being processed, or lead to unexpected interactions like cancellation fees. 

 

 

04

Article Example

In my general article composition, I included screenshots to break sections up and increase the scanability of content on the page. 

​

Most screenshots included arrows and boxes to highlight/draw attention to the elements the users are instructed to interact with. 

​

Instructions were numbered to create consistency and predictability in steps towards a resolution, and key actions or features written in a bold font to help with scanning for actions they need to perform. 

​

To help with learnability and discoverability of content within our help center, I maintained this formatting across each article, so that in theory users will be able to easily navigate pages across the knowledge base and know what to expect when they wish to self-solve an issue. 

​ 

If you'd like to review the Help Center content and architecture, please use the link below:

article.png

© 2021 by Mar Winslow

bottom of page