Charles Schwab

Services

Content centered design, content strategy, data analysis, content management.

The Project

Redesign the legacy help content that became the new Global Help content to empower customers to complete actions and tasks with a high degree of self service.

The Strategy

Create content centered design that focuses on MVP content to replace legacy content that was more than ten years old.

Analyze key data sources to inform content prioritization and to reduce call drivers and reorganize content so that it’s easy to find. We established a process that allows for Global Help content to be scalable and continually updated via the attestation process.

Develop a content creation flow process involving multiple peer reviews, SME approval, and compliance approval.

The Outcome

Created a successful series of articles ensuring that content is accessible, dynamic, and met all legal/compliance regulations. Data proved that over 23,000 users were engaging with the content and remaining on the pages for up to 3 minutes. Successfully reduced call drivers by 23%.