Project Spotlight
Harbour Share Enterprises
Harbour is an e-signature and contract management company dedicated to bringing innovation, beauty, and efficiency to the digital contracts space. Our customers use Harbour to create digital workflows that speed up their contract issuance and signature processes and organize their agreements in our market-leading contract management platform.
Knowledge Base Page Design
Customized knowledge base designs that link and explain all the features and functions of your software or service.
Curriculum implementation that strategically targets …
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Technologies Used
Editing and collaboration were completed using G Suite, specifically google slides and google docs.
Platform prototypes for the KB pages were completed using Figma.
Project management was completed using Asana.
PLG & NPS data points were gathered and assessed using Pendo which included product notifications, user updates, and user walkthroughs.
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Applied Learning Theory
Self-Service Theory was applied so customers who prefer to find solutions to their problems independently. When applied to knowledge base pages, it means designing a user-friendly interface, intuitive navigation, and comprehensive search functionality to empower customers to easily locate the information they need without relying on customer support.
Service Dominant Logic was applied to emphasize that customers are not just passive recipients of products or services but active participants in the value creation process. When applied to knowledge base pages, it means incorporating interactive elements such as feedback mechanisms, ratings, and comments to encourage customer engagement and collaboration in enhancing the knowledge base.
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Value Added
I added value by…
Completing a User Audit of the Harbour Share customer onboarding process for their Freemium and Enterprise account levels.
Designed a Knowledge Base Style Guide for their Knowledge Base site.
Designed over 20 Knowledge Base pages using Pendo data.
Advised on website design and UX experience.
Created Pendo Walkthroughs and Tool Tips based on Pendo PLG data.
Assisted on enterprise client contract build outs (e.g. contract for the SAG awards submission).
UX Experience Audit
This is a snapshot of a UX Experience presentation that focused on leveraging Pendo software to help improve the Customer Experience for both the Freemium and Enterprise account levels.