In my role as lead technical content developer at Webflow, I led the end-to-end planning, execution, and launch of the new Webflow Help Center — the highest-impact project for our Support Ops team in 2024. This initiative involved building a modern, accessible knowledge base that now serves as the go-to support hub for Webflow users. I collaborated with multiple teams and stakeholders to create a new public-facing resource that significantly improved customer access to documentation, enhanced support self-service, and aligned with Webflow’s brand voice and usability standards.
My role
- Orchestrated a cross-functional effort involving product, design, SEO, support, and marketing teams
- Managed timelines, stakeholder input, and iterative reviews to ensure a smooth and timely rollout
- Designed a scalable, user-centered information architecture aligned with our product functionalities and sub-functions to improve content discoverability and reduce friction for customers seeking help
- Applied best practices for accessibility, plain language, and inclusive design throughout the experience
- Authored and refined key documentation for high-visibility feature changes and launches to better serve the needs of our customers and improve the accuracy of AI support bot responses
- Identified and addressed inefficiencies in team processes, laying the foundation for sustainable documentation practices and continuous improvement
- Updated team standard operating procedures (SOPs) to reflect new workflows and standards for content authoring, management, and publishing, including new style guides
Impact & reflection
- Launched the Webflow Help Center at Webflow Conf with immediate positive feedback from internal teams and customers
- Successfully deflected 35,409 of 50,584 incoming support tickets (70% reduction) with relevant Help Center articles in the first 6 months after launch
- Enabled customers to resolve issues independently and reduced the need for direct CST agent intervention, resulting in faster resolution times and improved overall experience
- Improved operational readiness and team alignment through updated SOPs and documentation planning tools
- Leveraged AI analytics to continuously refine and expand technical content
- Set the stage for future growth in strategic documentation, data-informed content decisions, and broader collaboration across internal teams
This project was a defining moment in my career growth as a technical writer and project leader. It reinforced my passion for creating content ecosystems that are not only intuitive and user-friendly but also scalable and collaborative. Looking ahead, I’m focused on making iterative improvements to the Help Center, deepening my cross-functional partnerships, and exploring innovative, data-driven approaches to content strategy.
