EXISTING CONTENT REVAMP
CASE STUDY
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Content Revamp Plan : MAROPOST
CLIENT: Retail Express By MAROPOST
CHALLENGES
Maropost’s knowledge base, with over 534 help articles across 80 categories, faced critical challenges:
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Significant gaps between updated Retail Express features and the corresponding information in help articles.
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Outdated UI screenshots, creating confusion for users trying to navigate changes.
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Inconsistent content flow and formatting, leading to poor user experiences and reduced self-service efficiency.
The goal was to update and standardize all 534 articles within a strict 3-month timeline to ensure alignment with the company’s recent developments and provide a seamless user experience.
To address these challenges, I created a plan that included.
Content Audit and Gap Analysis:
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Conducted a comprehensive audit of all 534 articles to identify gaps in content, outdated visuals, and inconsistencies in writing style and formatting.
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Categorized articles into priorities based on user impact, starting with critical topics.
Content Standardization:
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Created a unified content template to ensure consistency in tone, structure, and formatting across all articles.
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Standardized elements like "Notes," headers, and hyperlinks to enhance clarity and usability.
Collaboration and Setup Process:
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Collaborated with cross-functional teams, including product managers and support staff, to gather real-time updates and product knowledge.
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Streamlined the approval process to ensure quick validation and publishing of updates.
Implementation and Execution:
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Allocated articles to team members based on expertise and availability, ensuring a balanced workload.
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Incorporated checkpoints like screenshot updates, language verification, and style adherence to maintain quality.
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Established a process to regularly review and update articles post-revamp, preventing future gaps and ensuring content relevance.
Solution
RESULTS
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Content Revamp: Successfully revamped 534 articles in 3 months, ensuring all content was accurate, consistent, and up-to-date.
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Enhanced Usability: Improved article navigation and readability, reducing user frustration and enhancing the self-service experience.
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Positive Feedback: Received high satisfaction ratings from users who appreciated the clarity and updated visuals in the revamped knowledge base.
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Support Efficiency: Reduced support contacts by empowering users with accurate and easy-to-follow help content.
Conclusion
The content revamp plan for Maropost’s Retail Express knowledge base addressed critical gaps and created a cohesive, user-friendly repository. By completing the project within the ambitious 3-month timeline, Maropost reinforced its commitment to customer success and streamlined its support processes for long-term impact.
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