Knowledge Hub

Transforming Customer Success with Spiffy University. Discover how Spiffy University reduced support tickets, improved user satisfaction by 99%, and accelerated staff onboarding. By turning overwhelming documentation into an intuitive, integrated learning hub, we empowered users to create, learn, and succeed—all without leaving the app.

Knowledge Hub Design Overview
  • RoleProduct Design & Dev
  • ProductCustomer Success Platform
  • Made withSpiffy Team

I was able to find a document, follow the steps, and solve my issue in minutes. This is the easiest support experience I've ever had.

- Spiffy User

The Challenge

Long-form documentation often overwhelms users, leading to frustration, support tickets, and poor onboarding experiences. Users needed a solution that would:

  • Make documentation more visually engaging and accessible.
  • Provide an in-app learning experience to reduce context switching.
  • Support user success by combining documentation, videos, and courses into a unified learning platform.

Research & Discovery

Team Collaboration - Worked closely with the documentation and support teams to identify gaps in current resources and understand user pain points.

Customer Feedback - Conducted surveys and interviews with users to learn about their struggles with documentation. The feedback revealed a need for more visual aids like videos and interactive elements.

Industry Research - Benchmarked against leading customer success platforms to understand best practices for documentation and user success platforms.

Research Process for Knowledge Hub
Collaborating with teams and gathering user feedback to build the Knowledge Hub.

Prototyping & Design

Visual Design & Structure

Interactive Learning Experience - Designed a cohesive system that transformed long-form content into digestible sections enriched with videos, images, lists, and a table of contents. The goal was to make learning intuitive, visually engaging, and less overwhelming for users.

Seamless Integration - Built Spiffy University directly into the app, ensuring users could access documentation and learning resources without leaving the interface. This seamless integration reduced friction and improved the overall user experience.

Research Process for Knowledge Hub
Before and after of the Knowledge Hub.
Designing with a Vision

Clear Direction - With a strong vision for the project, I focused on creating a unified and intuitive design from the outset. Drawing from team feedback and user needs, I designed the experience without the need for multiple iterations or exploratory prototypes.

Focused Improvements - Based on insights from the documentation and support teams, I refined the content structure and navigation to ensure it aligned with user expectations and addressed their pain points effectively.

User Testing & Refinement

User Feedback - After implementing the initial design, I conducted usability tests with existing customers to validate the navigation and content structure. Feedback was overwhelmingly positive, with users highlighting the ease of finding relevant information.

Iterative Refinement - Minor adjustments were made to further optimise the user experience, such as simplifying navigation labels and enhancing search functionality.

Knowledge Hub in-app
Knowledge Hub in-app.

Key Features

  • Interactive Documentation: Enhanced long-form content with videos, images, and lists to make learning engaging.
  • In-App Browsing: Built Spiffy University into the app, enabling users to access resources without switching tabs.
  • Search & TOC: Implemented a robust search and Table of Contents to help users navigate quickly.
  • Courses & Tutorials: Added structured courses to guide users through complex workflows step-by-step.

Impact

99%

Positive feedback from users on the updated documentation experience, highlighting ease of use and visual clarity.

Reduced Support

Fewer support tickets after launch, enabling faster user assistance.

Higher Satisfaction

Improved user satisfaction with enhanced learning resources.

Faster Staff Training

Reduction in onboarding time for new support staff using Spiffy University as a training tool, complete with structured courses and tutorials.

Supporting the Support Team

Empowering Support Staff - Spiffy University wasn't just built for end-users—it was also designed to be a powerful resource for our support team. I collaborated directly with support staff to understand their workflows, challenges, and how they help customers resolve issues.

Accessible Anywhere, Anytime - The University was designed to be lightweight, fast, and optimised for mobile use. This allowed support staff to access relevant guides and tutorials even during live customer calls or chats, ensuring they always had the right information at their fingertips.

Search-First Design - A robust, intuitive search feature was implemented to help support staff find exactly what they needed in seconds. Whether they were looking for troubleshooting steps or feature walkthroughs, everything was just a search away.

Learnings

User-Centred Design - Engaging directly with users and support teams ensured that Spiffy University addressed real pain points effectively.

Iterative Approach - Rapid prototyping and user testing were invaluable for refining the design and creating a seamless user experience.

Cross-Team Collaboration - Working closely with documentation and support teams highlighted the importance of a unified approach to customer success.

Summary

Spiffy University transformed customer success at Spiffy by making documentation accessible, engaging, and seamlessly integrated into the app. By combining user feedback, rapid prototyping, and cross-team collaboration, we built a platform that empowers users to learn, create, and succeed with confidence.

Knowledge Hub Design Overview

Design that makes a difference. Together.

I'm passionate about collaborating with ambitious teams to create products that people love and that make a positive impact. If that sounds like you, I'd love to hear about your project.