I worked on the Global Support Content team, where I managed our content guidelines, lead special projects, and wrote and edited internal and customer-facing support content. This typically involved Help Center articles and reply templates for support agents, but also the occasional marketing copy, UX content, and onboarding or technical guide.
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Content guidelines management
Content guidelines management
I managed our team's guidelines for creating and managing support content, including Help Center articles, reply templates for support agents, and screens for automated workflows.
Guidelines consolidation
Guidelines consolidation
Over the years, we needed various guidelines for creating and managing our support content. After so much adding and expanding the guidelines, some parts became duplicative and redundant for what content creators needed to reference. I lead the initiative to consolidate our guidelines, creating a single set of more user-friendly guidelines and reducing site architecture by nearly 75%.
The old
The old
3 sets of support content guidelines (Help Center, saved responses, and automations), each of which had their own:
Unique tone and voice guidelines
Pages outlining how to format content (lists, bold, italics, etc.)
Guidance for out-of-scope tasks content creators use to perform before refining roles and responsibilities (audits, governance, metrics, etc.)
23 pages in the site architecture
The new
The new
1 set of support content guidelines, tone and voice guidelines, and formatting guidelines
Removed redundancy of out-of-scope tasks that dedicated teams now manage
6 pages in the site architecture
Guidelines creation (Help Center)
Guidelines creation (Help Center)
Our team’s previous guidelines for creating and managing Help Center content hadn’t been touched in years and had minimal information on creating help articles.
With input from regional content teams, I created guidelines that outlined:
What our support content should do and how it should feel to users
When to update help articles instead of creating new ones
Writing different types of help content and when to use them
Optimizing content discovery for users
Which teams need to review various types of updates
Submitting content for translation
The old
The old
Contained outdated instructions
Content was disorganized
Consisted of one long page that was difficult to navigate
Had minimal information on managing content
The new
The new
Instructions are up to date
Content is clearly organized by topic
Consisted of several sub-pages and table of contents for easy navigation
Has elaborate information on managing content
Help Center CMS migration (Uber for Business)
Help Center CMS migration (Uber for Business)
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 migration allowed for:
Improved information architecture. The old site was broken down by business role type. After finding out many organizations in different regions didn’t even use one of the roles, I eliminated that top level so we could organize content more granularly and reduce the number of help articles by 45%.
Better data insight. The old site had very little analytics on Wordpress. The new site lets us track key KPIs and run experiments to improve user experience.
Scalable feature requests. With the old site, we had to pay the agency every time we wanted a new feature or a header updated. The new site allows us to update content ourselves and work with the internal Engineering team to add and improve features.
Better customer experience. The old site was constantly going down and, after ending the relationship with the agency, we had no maintenance support. Since the new site is managed internally, issues will get resolved much quicker.
The old
The old
120+ articles
2 Help Centers organized by role type
3 different sites to support 3 languages (English, Spanish and Portuguese)
The new
The new
65+ articles
1 Help Center organized by topic/issue
1 site to support all languages (English, Spanish, Portuguese, French and Arabic)
Options for displaying region-specific content on articles
After testing the site with a customer, 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 appropriate Help Centers.
Onboarding guides
Onboarding guides
In collaboration with the Uber for Business Marketing team, I wrote content for onboarding guides to help various business customers get set up and ready to ride, eat, or arrange guest rides with Uber:
Admin travel/meal guide
Admin travel/meal guide
Coordinator guest rides guide
Coordinator guest rides guide
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