Making it easier to find relevant help content

 Our knowledge base for candidates is full of useful articles to guide them in their studies,

Our challenges:

• At times the content was 4 -5 layers deep in the site, and didn’t show up on our navigation at all.

• It was often hard for our users to find relevant content.

  Mostly this is due to a large website infrastructure that was designed for ‘news’ style articles not help base articles.

• Our parametres for uplift were restricted to the content modules already baked in for use on any landing page/template we had.

• We couldn’t being any new css/ or visual design elements to the pages.

Our approach:

1. Using a ‘child links module’ we were able to add blocks of links to higher up landing pages to help us surface deeper down content

2. We renamed many of the articles. Using better user experience practice principles ensuring the content actually related to the headline/URL

3. We regrouped pages around common topics

4. We allocated an owner to each section of pages, and asked these subject matter experts to update the content in their section

5. We used redirects to ensure we didn’t loose any links that were embedded through thousands of pages of learning elsewhere in our eco-system

6. We used imagery on cards/tiles on the dashboard to better ‘show the downstream platform they were linking to from the tiles/aiding users way finding satisfaction