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Order Tracking

Context

Our task was to revamp the already existing knowledge base for a shipment tracking app. This app is one of the top-rated apps on Shopify for shipment tracking. Its robust software is developed for Shopify businesses to track their shipments and notify their customers accordingly. The app offers exciting features such as real-time tracking, notifications and reminders, advanced analytics, and email marketing. The client had over 100 knowledge base articles already written and published. However, it was not gaining any traction due to a lack of structure, formatting, and information organization. These articles contained information overload and were failing to engage audiences.

Aim

In our initial meeting with the client, they communicated in full detail regarding the knowledge base content they wanted to present. They gave us creative control over organizing the structure, creating a new format, and extracting the information from the published articles. We decided to transfer all the articles’ titles into an Excel sheet with their corresponding links. Our goal was to keep track of the older version of the article while we created its revamped version. We implemented a system to accomplish this, here’s how it worked. After we revamped an article, we changed its status to Completed in the Excel sheet. The client then reviewed and approved it, and that article would be republished. This way, we communicated our progress with the client and received feedback in return.

Challenges

The biggest challenge throughout this process was to extract information from the old articles. We had to dig deeper into each feature and its related article to come up with the final draft. It was quality over quantity. We had to communicate everything that added value for customers and use as few words as possible. There was also a matter of updating images to match the company logo colors. We applied custom color palettes for boxes and arrows on screenshots.

The app was still in the development stages when we started revamping its knowledge base. So, we also had to keep up with the UI updates and document these updates accordingly. The hurdle that we faced while doing this was that the articles needed to be categorized. For example, informational, educational, and step-by-step workflows.

Solution

From the beginning of this project, we wanted to establish a clear and organized hierarchy. We arranged topics within each section ensuring a structured framework. We categorized topics and subtopics and established a logical progression of information. Our goal was to offer a user-friendly experience for our diverse audiences. So, we focused on optimizing our content with simple language and short sentences. We incorporated SEO best practices such as distributing content using headings and subheadings, writing meta descriptions, creating white space, and using bulleted lists, tables, and graphs to enhance readability. We were crucially aware of the fact that this app adds tremendous value for its users and we communicated it through quality content. By the time we were done with the knowledge base overhaul, we started seeing real-time updates regarding enhanced engagement and the number of views.