A multi-team and cross-departmental effort, we migrated the Uber for Business Help Center from uberforbusiness.com (managed externally by an agency in Wordpress) to help.uber.com/business (managed internally in our in-house CMS).
The Uber for Business Help Center had:
Poor organization by persona type (2 separate Help Centers)
Redundant content (120+ articles and 3 different sites to support 3 languages)
Bad customer experience due to maintenance support and unscalable updates
Managed content updates for the migration
Restructured the site architecture (after learning many organization didn't even use one persona)
Consolidated help articles and published content in the new CMS
The new site had:
Reduced content by 54% into 1 Help Center
Improved information architecture by organizing content more granularly by topic/issue
Better data insight since we can track key KPIs and run experiments to improve the user experience
Scalable feature requests due to updating content ourselves and internal teams improving features
Better customer experience since issues get resolved faster internally
After testing the site, we discovered some confusion around which Help Center (Uber for Business, rider or Uber Eats) to visit for specific issues. The blurb I wrote for the new homepage directs users to the correct Help Center.