Knowledge Hub

The documentation was creating more work

Spiffy had plenty of useful documentation, but much of it lived in long pages outside the product. Customers struggled to find the right answer, new users had a harder time getting started, and the support team kept stepping in to explain things the documentation was meant to cover.

We needed to make the material easier to find and easier to follow. It also needed to work inside the app, where people were already trying to solve the problem.

Start with the questions people kept asking

I worked with the documentation and support teams to find the gaps in the existing material. Support conversations showed where an answer was missing, too difficult to find, or technically correct but still hard to follow.

Surveys and interviews added the customer side of the story. People wanted more visual help, especially videos and examples they could follow without leaving the task halfway through.

I also looked at other customer learning products to see which navigation and content patterns were already familiar.

Make the answer easier to use

Break long guides into useful steps

I split long-form content into smaller sections and used videos, images, lists and a table of contents where they made an instruction easier to follow.

I also built Spiffy University into the app. Customers could open a guide alongside the product instead of switching tabs and trying to remember where they had left off.

Give the whole thing one clear structure

Test whether people could find the answer

What we built

• Documentation with videos, images and lists where words alone were not enough.
• In-app access to Spiffy University, without sending people to another tab.
• Search and a table of contents for getting through longer guides.
• Courses that took people through more involved workflows one step at a time.

Impact

It became a tool for the support team too

Spiffy University was built for customers, but the support team quickly became one of its most important users. I worked with them to understand the questions they answered every day and what they needed during a live customer call or chat.

The site was lightweight, worked well on mobile and put search at the centre of the experience. Support staff could pull up a troubleshooting step or feature walkthrough while they were still talking to the customer.

Built around real support questions

Customers trying to finish a task and support staff answering the same questions every day gave us the clearest direction for the product.

Keeping those teams close to the work made it easier to improve the first version after launch. It also meant the Knowledge Hub worked as part of the wider support experience, not as a separate library of content.

The result

Customers could find an answer without leaving the product, and the support team had a faster way to guide them when they still needed help. The same material also became a practical way to train new support staff.