I managed the Uber Support team guidelines for designing and managing support content, including app screens for automated workflows, Help Center articles, and reply templates for support agents.
After years of adding and expanding our guidelines, some parts became duplicative and redundant for content creators.
I led the initiative to consolidate our guidelines, hosting brainstorming sessions and collaborating with regional teams to determine what to update.
I reduced site architecture by nearly 75%, creating a single set of more user-friendly guidelines that were relevant to content creator responsibilities.
Content for the workflow screens had no structured documentation, which resulted in:
Inconsistency in layouts, design components, and tone of voice due to multiple content creators drafting content
Improper formatting of component copy and dynamic variables
Limited context for stakeholders reviewing screen copy
I documented known issues and interviewed product managers, engineers, editors, and content creators to understand additional pain points in the content creation process.
I created guidelines for the automation screens, which included:
Designing screens based on intent, end-to-end experience, and desired action, and identifying gaps in the workflow UX
Selecting available components and correctly formatting component copy and variables
Highlighting brand voice and tone and localization best practices
Messaging framework templates for improved stakeholder context
Our team’s previous guidelines for creating and managing Help Center content were disorganized, difficult to navigate, and had outdated instructions and minimal information on managing content.
I audited existing guidelines and gathered input from regional content teams to determine what to add to the guidelines.
I updated the site architecture for easier navigation that outlined:
What our support content should do and how to design different article types
Auditing content and optimizing discovery
Review and translation processes