Retail & E-Commerce Help Center Restructuring

Help Center Restructuring Plan for [Organization]: Current State Assessment: 287 articles scattered across 12 categories; search success rate 42% (visitors find answer in <3 clicks). Estimated: 35% of support tickets are FAQs that could be self-served. Goal: Increase search success rate to 75%; deflect 40% of tickets to self-service; reduce average support response time from 24 hours to 4 hours. Proposed Information Architecture: (1) Getting Started (first-time user onboarding); (2) Ordering & Payment; (3) Shipping & Tracking; (4) Returns & Refunds; (5) Product Information; (6) Account & Profile; (7) Troubleshooting. Content Audit Phase (Week 1-2): Audit all 287 articles; assess for accuracy, relevance, format consistency. Triage: Keep (180 articles), consolidate (60 articles into 20), delete (47 articles). Consolidation examples: 'Order Status', 'Tracking Information', 'Shipping Delays' merge into one 'Where is My Order?' article. Migration Phase (Week 3-4): Move keeper articles into new information architecture; update all broken links. Rewrite Phase (Week 5-8): Rewrite 60 consolidated articles to new template: (1) Clear headline (5-8 words); (2) One-sentence summary; (3) Step-by-step instructions with screenshots; (4) Related articles links. Launch Phase (Week 9): Train support team on new structure; set up search synonyms for common misspellings; monitor search success rate. Governance: Assign content owner per category; establish monthly review cycle; establish process to capture support tickets that indicate knowledge gaps. Metrics to track: (1) Search success rate; (2) % of support tickets where customer attempted help center first; (3) Time spent per article; (4) article vote count (helpful/not helpful); (5) support response time.