Tencent Cloud Documentation 2.0
Tencent Cloud Documentation 2.0
Tencent Cloud Documentation 2.0
A redesign of Tencent Cloud’s documentation centre, a self-service support platform used by millions. Clearer content and a better information architecture cut inbound support enquiries by nearly 30% and made it easier for users to solve problems themselves.
A redesign of Tencent Cloud’s documentation centre, a self-service support platform used by millions. Clearer content and a better information architecture cut inbound support enquiries by nearly 30% and made it easier for users to solve problems themselves.
Design Lead
Design Lead
Turning fragmented docs into a scalable, user-centred documentation system.
Turning fragmented docs into a scalable, user-centred documentation system.
Turning fragmented docs into a scalable, user-centred documentation system.
My role
My role
Lead designer · UX design · User research
Lead designer · UX design · User research
Timeframe
Timeframe
Jun – Sep 2021
Jun – Sep 2021
Context
Context
Tencent Cloud serves everyone from first-time buyers getting set up to experienced developers troubleshooting complex issues. The documentation centre is their first stop for self-service support.
Tencent Cloud serves everyone from first-time buyers getting set up to experienced developers troubleshooting complex issues. The documentation centre is their first stop for self-service support.
Platform
Platform
Web and mobile
Web and mobile
User Journey
User Journey
User Journey
From 500+ online user reviews and usability tests with 6 participants, I mapped typical user types and behaviours into a journey map to find the key pain points.
From 500+ online user reviews and usability tests with 6 participants, I mapped typical user types and behaviours into a journey map to find the key pain points.
Design Strategy
Design Strategy
Design Strategy
Improve the end-to-end experience
Improve the end-to-end experience
Improve the experience at every touchpoint, from finding a doc to solving the problem.
Improve the experience at every touchpoint, from finding a doc to solving the problem.
Improve the experience at every touchpoint, from finding a doc to solving the problem.
Encourage useful feedback
Encourage useful feedback
Make feedback easier and more constructive, so it helps both users and the product team.
Make feedback easier and more constructive, so it helps both users and the product team.
Make feedback easier and more constructive, so it helps both users and the product team.
Standardise, with flexibility
Standardise, with flexibility
Provide reusable components that adapt to different product types and configurations.
Provide reusable components that adapt to different product types and configurations.
Provide reusable components that adapt to different product types and configurations.
Homepage
Homepage
Homepage
Improve the experience at every touchpoint, from finding a doc to solving the problem.
Improve the experience at every touchpoint, from finding a doc to solving the problem.
Feedback Center
Feedback Center
Feedback Center
Make feedback easier and more constructive, so it helps both users and the product team.
Overview Details
Overview Details
Overview Details
Provide reusable components that adapt to different product types and configurations.
Provide reusable components that adapt to different product types and configurations.
Component Library
Component Library
Component Library
A standard component library for document detail pages lets content teams produce consistent pages directly, cutting authoring effort and keeping the documentation visually coherent.
A standard component library for document detail pages lets content teams produce consistent pages directly, cutting authoring effort and keeping the documentation visually coherent.
Design Impact
Design Impact
Design Impact
Results within one month of launch, based on user calls and feedback
Results within one month of launch, based on user calls and feedback
