Support Content
Through a wide variety of mobile applications, we’ve developed a unique visual system and strategy that can be applied across the spectrum of available applications.
Support content must balance user needs, business goals, and clarity. My focus with creating support content is on helping customers quickly understand what to do next, reducing frustration, and making support interactions feel simple and supportive rather than overwhelming.
I approach support content as part of the user experience—not just documentation—by thinking through where users are in their journey, what questions they’re likely asking, and how content can guide them step by step.
Strategy
Identify the most common user problems using customer support tickets, search data, and customer feedback. This helps me prioritize content that addresses high-impact issues and reduces repeat contacts.
Design
Create support content that is scannable and task-focused. This includes clear headings, step-by-step instructions, short paragraphs, and visual cues that help users find answers quickly.
User Experience
Write in plain language and use a calm, supportive tone—especially for topics where users may be frustrated or stuck. My goal is to make the experience feel helpful, not technical or intimidating.
I created support content designed to help customers complete key tasks independently. I translated complex processes into clear, step-by-step guidance and structured content to be easy to scan and understand. By focusing on user intent, readability, and tone, I helped improve self-service success and reduce support friction.
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