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Agent-Facing Knowledge Base Renovation
Support Content
Uber, Uber for Business
July 2022 to present
Uber—the global mobility platform with market presence in ridesharing, food delivery, freight, transportation, and more—relies on agent-facing content to improve the support experience for its users. In anticipation of a larger knowledge base refresh, Uber decided to review and critique articles within a line of business where agent-facing content was ineffective and difficult to navigate. With some articles exceeding 50 pages in length, all organized through tables and link, agents found themselves desperately clicking and scrolling while customers waited for answers.
Adding to the burden of the knowledge base experience, content management was challenging. Duplicate information existed across several articles, making governance difficult. More so, the archaic table structure and hyperlinks created an extra burden on content creators to maintain.
Uber brought Steyer in to inform and consult on the knowledge base refresh. To complete the pilot, Steyer’s writers and content strategists focused on reformatting and restructuring articles to create an easier to use environment for Uber’s agents and content specialists.
For Steyer’s part, we:
- Reviewed samples from across the Uber for Business knowledge base, returning guidance and best practices for an improved agent and administrative experience
- Devised three proposed alternatives to help improve the content experience
- “Bite-sized information”; a knowledge base with more entries, but shorter articles that are easier to navigate and update
- “Table-setting”; an update to the existing article structure that used headers and a cleaner table of contents to improve site navigation
- “Journalism 101”; a hybrid approach, where information is quickly summarized and site navigation allows agents to follow links for more information
- Designed templates to help execute a consistent knowledge base revitalization at scale
- Performed content revisions, checking for conciseness and coherence, while incorporating markup and plain text within the knowledge base for greater flexibility
This is one of several knowledge base projects Steyer has taken on. Reach out if you’re interested in hearing more about our approach to internal and external support content.
![Steyer-OnePager-OpenSearch[4]](https://www.steyer.net/propeller/uploads/2024/07/Steyer-OnePager-OpenSearch4-scaled.jpg?format=auto)
