Outcome Chains, Inc. - Web and help center
In my role as the content strategist at this B2B company in beautiful Los Gatos, Calif., I collaborated with the senior product designer to completely revamp the website copy and images; strategize and create a more efficient help center; research and create an effective email campaign; as well as create video tutorials. My role was also a new position for this SAAS start up.
We wanted to highlight data that proved sales reps should make the switch to a more outcome based selling approach.
The help center is a critical page for the customer success team at OCI. They use it daily to pass along articles and soon, tutorial videos to their different users. I worked with them to rewrite, edit, and edit again to make sure the articles were informative, easy to comprehend, and perhaps, enjoyable.
When researching a more updated and useful layout style for the help center, I vouched for Sketch’s help center layout with text, imagery, and gifs. Ultimately, gifs were not included in the OCI site but the layout of the articles are easy to follow similar to Sketchapp.com.
For comparison, you will find the old help center below. Note that there were no descriptions under section titles, banner image, or CTAs to contact OCI for help.
Below you will find a comparison of an old help center article and a revised version. I made the content more scannable - giving sales reps the info they need quickly.
I researched current email trends among well known SAAS companies and created a spreadsheet comparing my findings. I also designed several emails for OCI with subject lines, headers and main messages using the info I had gathered. The topics in these emails were an extension of those discussed in the help center.
The team at OCI however, has not decided if they want to send them asap or ever.
Currently, they have two standard emails (“welcome” and occasionally, a “new release”) that go out to their customers.