What I did

My team and I built the Rider Support Help Center from the ground up.

When I started there were...

• 0 menu categories
• 1 empty front page
• 1 article written by legal​​, heavily filled with legalize and jargon
• 1 audience to consider

​After I finished, there were...

• 6 menu categories
• 1 completed front page
• 50 articles (and counting) written by me and my team
• 4 audiences to write for with varying user experiences (UXR testers, public customers, employee testers, partners to Waymo)

Who I worked with

• UX research & Customer Support teams - to identify top new user questions for article ideas and inform the information hierarchy for the landing page
• PM, Eng, & Operations - to get the information needed to answer those questions
• Marketing, Partnerships & PR - to align our Help Content voice, style, and tone with the overall Waymo brand

What was challenging

​Starting from scratch was intimidating. There was a seemingly endless amount of things to write.

I overcame this by scoping, planning, and strictly prioritizing which articles were written based on business needs. Only top new user issues made the cut. Now I have a healthy list of article needs, and my team continues to complete them over time.

Results

More Waymo riders use the Help Center to answer their questions

• Improved engagement with the Help Center by 91% (increased monthly visits from ~230 on average to >2,000) in under a year
• Increased Help Center article views by 553%
• 39% of daily riders access the Help Center during their trip, reducing contacts to Rider Support