Levelling up our Knowledge Hub

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Esther
Esther Posts: 4,051 Former Community Manager
edited April 2023 in Blog
Levelling up the Knowledge Hub.png

Yes, “levelling up” was the driving thought behind our re-launch of our TeamViewer Knowledge Hub!


Ok - first things first: What happened?

When going live with our Community back in 2016, we transformed our former FAQ section into our Knowledge Hub. Over time, we added new articles, updated the existing ones and multiplied our offerings many times.

Today, we have more than 500 articles, and... we’re not stopping here 🙌


Level up the structure 

However, with the growth of our offerings, we noticed that we needed to level up the usability of the Knowledge Hub. 

As you might know: The articles were alphabetically ordered within specific categories but not logically connected. 🔤 Alphabetically ordered is not too bad but also not too brilliant. So, we figured out that we needed to improve the structure and put our heads together.

👉 Our goal was to offer everyone the best possible self-service experience. Simultaneously, we aimed at increasing the user experience overall.

Having those two points in mind, we outlined the idea of having a true handbook that you can read page by page - back and forth - as you like. Furthermore, skipping chapters and diving right into your topic of choice was a must-have for us; Incl. easy navigation!

For sure: We had pretty high demands ✔

And so we thought about what logic we can follow, and indeed, we came up with a marvellous idea! Ready?


Following the user journey

We talked with our users to find out what their user journey was, and sure enough - this is what we learned:

  • People learn about TeamViewer, then
  • they create an account, download and install the software, maybe deploy it and make updates every month and -of course- have their remote connections.
  • Now, they explore additional offerings such as the Management Console, our Integrations and Mobile apps.
  • Important for them is also to check out the security before thinking about buying a license. 

Sounds familiar? Yeah - that’s what we thought, too. And based on this information, we started to design our new Knowledge Hub following this typical example of a user journey.


The GO-LIVE

And here we are - we went LIVE with the brand-new and all-over polished Knowledge Hub - and we hope that you love the experience as much as we do 💙🎉🙌

From the first feedback we received, we are confident that the tree structure eases usability by a lot and is levelling up the self-learning experience within our Knowledge Hub.

One thing for sure - we keep on working towards the goal to have the best articles, the best structure and the best experience for you!


Click here and learn how to use the new Knowledge Hub in our short Onboarding: Welcome to our Knowledge Hub

Thanks and best,

Esther


 

Former Community Manager

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