Structuring & Scaling a 3,000+ Article Knowledge Base

Overview

At Simpli.fi, I managed and continuously improved a knowledge base of over 3,000+ articles used by both internal teams and external clients. As products evolved, I ensured documentation remained intuitive, up-to-date, and aligned with real user workflows by restructuring content, refining organization, and integrating documentation into the product development lifecycle.

The Problem

  • Content structure didn’t reflect how users navigated the product UI

  • Articles were inconsistently named, formatted, and organized

  • New features were not always documented immediately (e.g., outdated screenshots after a UI update)

  • Users had difficultly finding relevant information - some articles were buried in inaccurate categories or sub-sections

  • Documentation risked becoming outdated or inaccurate as the product evolved

Impact

  • Made it easier for users to find relevant information quickly, but restructuring articles based on user workflows and related topics, as well as tags within the Zendesk settings

  • Increased consistency across documentation, adhering to style guides and collaborating with UX designers in Figma to ensure the UI matched knowledge base documentation

  • Supported internal teams with accurate, up-to-date resources, communicating new updated documentation in internal communication channels

  • Decreased outstanding backlogged Jira tickets in increments of ~10+ tickets per month

My Role

I owned the organization, structure, and ongoing maintenance of the knowledge base, proactively improving content architecture and aligning documentation with the product experience. I also assigned myself outdated backlogged tickets to simultaneously complete older updates while documenting new product features/releases.

Tools Used:

  • Zendesk

  • Paligo

  • Jira

  • Confluence

  • Figma

Reflection

This work reinforced the importance of aligning documentation with real user behavior rather than preconceived assumptions. By structuring content around how users navigate the product, and aligning with UX designers verbiage, I made the knowledge base more intuitive, navigable, and effective as a support tool for internal teams and external clients.