Help Center: Building a A Zero→One, Centralized Support Hub
2022
Context
Morning Consult had no centralized support hub; help content was scattered across SharePoint, Dropbox, and internal docs. Customer churn was higher among users who weren’t engaged, and Client Services spent excessive time manually supporting tasks that could be self-service. The goal: build a scalable Help Center to reduce churn, empower customers, and streamline support.
Problem
Users didn’t know how to use platform tools or see their value.
Manual outreach for platform training & support; in the absence of self-service help, users had to contact reps directly.
Inconsistent onboarding and support processes across teams.
Documentation was fragmented, duplicated, and hard to find.
Process
Taxonomy & Content Structure: Defined scalable categories and tags for ~50 articles and videos.
Navigation & Findability: Designed search and homepage cards to support both discovery and goal-driven lookup.
UI & CMS Design: Created layouts and front-end designs aligned with the CMS, ensuring readability, scalability, and easy content management.
Collaboration & Iteration: Partnered with engineers for MVP launch, iterated based on early adoption and feedback, and adjusted taxonomy and features for v2.
Solution
I designed a scalable, zero-to-one Help Center featuring robust search and discovery, task-based categories and tags, and a responsive, extensible design that supports both articles and videos. The system also included CMS functionality, empowering Customer Success to independently create, manage, and publish content without relying on engineering or design support.
Results
Early adoption validated both internal and external client need for centralized support.
High-frequency enterprise users engaged repeatedly in first month of launch (~20 visits/month).
v2 launch included search optimization and customization features informed by MVP learnings.
This established a foundation for ongoing customer success initiatives and scalable content production.
FULL CASE STUDY AVAILABLE UPON REQUEST.