Support That Shows Up: A Smarter Help Center for Admins
From overwhelmed call centers to proactive care, this project brought human and self-service support directly into the Control Center.
Customer Care UX
B2B2C
Tool-Specific Support
🧭 Overview
The Help Center project set out to transform Control Center’s fragmented support experience into a scalable, user-friendly hub for admins. It was designed to reduce support volume, enhance clarity, and deliver just-in-time guidance through a seamless blend of self-service tools and live support. Ultimately, this initiative established a new standard for client-wide admin support at Alight. The result: a central Help Center that empowers both brand-new and experienced users to find answers faster, connect with reps when needed, and access proactive, role-specific resources.
Timeline: Nov 2024 – Apr 2025 (Handoff stage)
Team: Anais Olivar (Product Designer), Senior Product Designer, Content Designer, Product Manager
Client:To be scaled to all clients
💬 When "Contact Us" Wasn't Enough
Finding help felt frustrating and disorienting—users had to dig through a hidden "Contact Us" link, face a wall of generic cards, and struggle without a clear path to live or self-service support, often leading to overwhelmed customer care and delayed resolutions.
How Might We surface help that feels intuitive, personalized, and present before the user needs to dig for it?
🎯 Strategy: Balancing Scale and Support
Blend Human + Self-Service Support
Scale Across All Clients
Reduce Support Volume
Book Appointments with Care Reps
Create & Track Assist TicketsLive Chat for Real-Time Tool Support
Clear help hierarchyContextual self-serviceScalable & modularPersonalized support by role/activity
🛠 My role
From audit to high-fidelity handoff, I designed a scalable support system from scratch.
Conducted audits & IA workshops
Built user flows, wireframes, and UI
Defined scalable content and modular components
Mapped current pain points and opportunity areas.
Impact: Uncovered hidden gaps in help flow.
Built journeys based on progressive disclosure.
Impact: Clarified help paths for new and experienced users.
Created reusable structures to grow with future client needs.
Impact: Enabled plug-and-play resource hubs.
Search-first help structure
Role-based personalized learning paths
Tool-specific support hubs
🧩 Key Design Solutions
Improving Access
Personalizing Support
Scaling Smart
This design works because it meets users where they are—whether they’re lost in a new tool or returning for specific help. Every element was built with flexibility and scalability in mind:
It prioritizes access over complexity, surfacing help early through universal search and persistent quick actions.
It adapts to different user roles and experience levels through personalized learning paths and contextual hubs.
It improves clarity with modular, reusable components that can evolve as new clients or tools are added.
🔧 Constraints, Challenges & Collaboration
Starting From Scratch with Content
We had no established help content—just assumptions. I collaborated closely with the PM to propose what to include, designing a modular framework that could grow or contract as needed. This flexibility allowed us to easily adapt as content evolved.
While exploring content ideas, I uncovered a gap: there was no glossary of key admin terms. Every user defined things differently. This insight led to the creation of a new Glossary feature—now a cornerstone of the Help Center’s self-service experience.
Header Confusion in Tool Support Hubs
Users were unsure where they were when landing on pages named after tools. I redesigned the headers to clearly say “Support Hub,” followed by a card layout with the tool name, a brief description, and a clear CTA to access the tool directly.
💥 Impact (So far…)
While the Help Center hasn't gone live yet, early client feedback has been strong. The lighthouse client responded positively to the new structure and flow, specifically noting:
Clarity of layout and navigation
Ease of access to live and self-service support
Anticipation for features like Recent Activity and role-based suggestions
All business goals and measurable outcomes were met
Hypothetical Outcomes (Post-Launch Expectations)
Once live and adopted across clients, we expect to see:
Reduction in support ticket volume as contextual help empowers users to self-serve
Faster resolution times thanks to streamlined Assist and live chat flows
Higher engagement with help content, especially among new admins following the checklists and interactive learning paths
Positive sentiment and confidence from users who now feel supported at every touchpoint
Reduced need for repeated inquiries, thanks to the glossary and role-based hubs
"Love the idea of personalized learning paths" – Client
🧠 Reflection
This case challenged me to design without a defined content base—something I turned into a strength by shaping a flexible, modular framework. I learned how to guide large, speculative systems toward clarity and am excited to see how future clients build upon it.
Next Steps: Personalized content and behavioral-based suggestions will evolve this experience further. I’m looking forward to measuring adoption, iterating, and linking it with broader Control Center engagement strategies.