Education / Help Center
When introducing complex platforms like the DAM and its associated workflows, it’s essential to ensure that new users are thoroughly onboarded and confident in navigating the system. To support this, we developed an education platform that provides comprehensive learning materials—including downloadable PDFs and engaging instructional videos—tailored to each user’s role and workflow.
Additionally, we implemented a dedicated Help Center to serve as a central hub for ongoing support. It includes a searchable knowledge base with frequently asked questions, step-by-step guides, and the ability for users to report issues or request new features. This dual approach not only supports smooth adoption but also empowers users to find solutions independently and stay informed as the platform evolves.
Role: UI/UX Designer
Platform: Sitecore-based Internal DAM System
Brief
To ensure successful adoption of the DAM platform and its associated workflows, a comprehensive onboarding and support solution was developed. This included an education platform featuring role-specific learning materials such as downloadable PDFs and instructional videos, aimed at helping new users understand and navigate the system effectively.
A Help Center was also implemented to serve as an ongoing support hub, offering a searchable knowledge base, FAQs, step-by-step guides, and tools for issue reporting and feature requests. This ensured that users could continue to resolve challenges independently and stay up to date as the platform evolved.
Challenges Identified
Uploading and metadata tagging can be complex and need to be properly taught.
There was no centralised resource for troubleshooting, learning, or user support.
Business knowledge was fragmented and not easily accessible to new users.
Approach
Collaborated with the business to gather and structure learning content.
Designed the education platform from scratch, applying UX principles to support intuitive navigation.
Developed personas to create tailored learning curriculums, guiding users based on their role-specific workflows.
Integrated multimedia content (videos, PDFs) to support diverse learning preferences.
Built a scalable Help Center to centralise support and feedback loops.
Outcomes
Role-based onboarding significantly improves user confidence and reduces reliance on support.
Clear, structured content delivery helps drive self-service adoption.
Continuous feedback from users and the business is key to evolving the platform in line with real needs.