Information architecture sample: Coinbase Cloud Help Center
The Coinbase Cloud Help Center buildout that I did is a great example of how I structure information, value accessibility and understanding, champion reuse, build with scalability in mind, and drive results.
FROM SCRATCH
The Cloud Help Center buildout contributed to a 56% decrease in average daily customer contacts based on the daily average of contacts in 2022 before its launch vs. after launch. The Help Center had more than 32,500 visits in 2022 after the Aug 22 launch.
I built the entire Coinbase Cloud self-service Help Center as one of my first tasks as a Content Strategist at Coinbase. This was the first product-specific help center with a landing page of this type. The work I did required extensive collaboration with a cross-functional team and provided a baseline for how to organize content in the new CMS that we transitioned to while I was building this out.
As I built this Help Center, I also drafted a process for repeating and scaling the work I was doing. I cannot provide a copy of that process, but I am happy to discuss the work that I've done.
You can find a copy of the work I did in the web archive.
