This is just a snippet of Bitly’s original support site. The page contained a dozen categories with names that reflected in-house jargon that wasn’t reflected in the app. Both customers and staff didn’t like to use the site, because it was difficult to navigate and content was confusing.

I reorganized all articles into subcategories and created fewer high-level categories for easier navigation. I worked with our Support and Customer Success teams to understand what content was needed, then executed a plan to update and maintain content. With Marketing, we simplified terminology across all collateral. Traffic to the site has steadily grown and tickets for targeted topics have dropped.