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.
Overall goals
Improve usability and access to critical information within the Zendesk knowledge base
Reorganize content into a clearer, more intuitive structure
Rewrite articles for clarity, consistency, and accuracy
Support faster problem-solving and performance in day-to-day operations
Approach
Audited the existing Zendesk knowledge base to identify gaps, outdated content, and structural issues
Reorganized categories, article structure, and navigation to improve findability and usability
Rewrote and standardized content across 1,000+ knowledge base articles to improve clarity and consistency
Led and coordinated a globally distributed team of writers (Philippines-based) to support large-scale content updates and delivery
Partnered with subject matter experts to validate accuracy and align content with tools and workflows
Impact
Successfully restructured and updated 1,000+ knowledge base articles, improving clarity and consistency at scale
Improved alignment between documentation, tools, and real workflows, supporting more confident day-to-day performance
Made critical information easier to find and apply, reducing friction in problem solving
Delivered large-scale content transformation through global team leadership, enabling faster completion of the redesign
Created a more scalable and maintainable Zendesk content structure to support ongoing updates
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