A unified Makr help and support site
The help site provided users with information about the Makr product, both pre-purchase and post-purchase. Users could find and search help articles in order to find the exact answer that pertains to the platform they are using Makr on. The user also had the ability to contact our support team for further assistance.
- Establish a single source of truth for support topics across the Makr product line
- Reduce support requests for popular topics and questions
- Ensure requests are always delivered to the support team with a Zendesk integrated support form
I was responsible for the user interface design as well as the WordPress development of the Makr Help Site. I worked with our Product Manager and Product Specialist to determine the best user flow and information architecture for the Help Site.
Makr features and accounts were not consistent across the platform
Depending on where Makr was used, the features, products offered, and account experience was different. Combined with each platform having a separate support website, this made finding the right support information confusing.
Makr for iPad
Makr for iPhone
Makr for Web
A platform-first information architecture
The Makr Help Site information architecture and user flow was modeled after the user experience of the overall Makr ecosystem. Finding help articles and the primary site navigation are centered around the specific Makr platform the user is on.
A unified homepage
The help site homepage allows the user to find help articles related to the Makr platform that they are using. They can also search articles or contact our support team.
Search and filter articles by platform
The user can search for a specific articles and filter the results by Makr platform.
The article page displays the contents of the selected article as well as a clear call to action to contact support if needed. The user can also submit feedback if the contents of the article was helpful or not.
The In-App Help pages are designed to reflect the user interface style of the iOS apps. It was implemented using the same WordPress website, but a separate WordPress theme which is dynamically included for when the user views the content within the app.