Knowledge Base Redesign & Content Optimization
DailyPay | Zendesk knowledge base restructuring, global content delivery & performance support
Led the restructuring and rewriting of DailyPay’s Zendesk knowledge base to improve clarity, usability, and day-to-day performance support. The work focused on reorganizing content, simplifying navigation, and strengthening alignment between documentation, tools, and real workflows so employees could find and apply information more effectively.
The Challenge
Knowledge resources were fragmented and difficult to navigate
Employees struggled to quickly find and apply information during customer interactions
Training alone was not sufficient to support real-time performance
How We Worked Together
Partnered with stakeholders to assess how knowledge was accessed and used in real workflows
Worked alongside teams to identify gaps in structure, usability, and content organization
Redesigned knowledge resources to better align with real user needs and workflows
Focused on improving accessibility, clarity, and ease of use
What Changed
Knowledge resources became more structured and easier to navigate
Content was aligned to real workflows and decision-making moments
Information became easier to find and apply in real time
The experience shifted from information-heavy to performance-focused
Impact
Improved speed and confidence in accessing information
Reduced reliance on memory and formal training
Enabled more consistent execution across teams
Strengthened overall performance support experience
Interested in solving a similar challenge?
If you're redesigning onboarding, managing change, or scaling training programs, I’d love to partner with you.