Help Center

by Adrienne Johnson, Technical Writer

summary

The previous website used by ICCM did not have a donor login component. Because of this, I built an online support guide for the customers.

problem + process

No Central Troubleshooting Site

  • Lack of Documentation - needed for customers who want to troubleshoot issues themselves.
     

  • Low Organizational Capacity - Serving customers proved to be overwhelming for an office staff of eight due to there being no newly established processes in place.
     

  • Donor Unfamiliar with Using an API - The new API was being hosted on a completely redesigned website that launched at the same time. Not only were the donors unfamiliar with the website, they had not previously used a donor portal with this organization.

solution

I built a user guide for customers hosted on the organization’s website. This help center reduced incoming calls by 25%.

view it live

screenshots

Figure 1
Figure 2
Figure 3
Figure 4
Figure 5
Figure 6
Figure 7
Figure 8
Figure 9
Show More