Challenge

Ebates help content had been expanded over time, creating a patchwork quilt that was not easy for users to negotiate. In addition, the voice and tone didn’t fit the situation (which was, most commonly, that people were worried about getting paid).

Solution

A new Help section that addressed all key user questions, put top tasks at the forefront, connected like topics and provided thoughtful journeys for a potentially stressed user.

What I did

Worked with internal marketing teams to create wishlists (“what do you wish you could clarify about your product?”), identified top service center phone issues, taxonomy and topic maps, cross-linking strategy, wrote and edited copy.