Methods: Double Diamond, benchmarking, user interviews, usability testing, prototyping, prioritization, roadmap, handoff, data analysis, impact metrics

Tools: Figma, Google Sheets, Notion, Miro, Mixpanel, Intercom

Context

Tiflux is a help desk and support SaaS that includes a knowledge base functionality. We identified the need to provide the managers of these bases with an efficient means of guaranteeing the quality of the information made available, in line with ITIL best practices for continuous improvement. In addition, we wanted to encourage customer self-service by making the knowledge base more useful and reliable.

Development Process

We used the Double Diadmond methodology to structure this project, first opening up the range of possibilities with data and research, and then narrowing it down, aligning the business vision with user needs.

Discovery and Research

With these challenges in mind, we began the project with benchmarking research to understand how other services approach similar problems. We analyzed feedback flows and patterns on various article reading platforms, which gave us valuable insights into possible approaches and helped us identify patterns familiar to users.

Prototyping and Validation

Based on the research, we created different prototypes exploring usability variations and conducted interviews with customers and the Tiflux service team. This process was key to better understanding users' needs and their knowledge management flows, allowing us to make more informed choices about which standards would be most effective for our audience.

Solution Definition and Roadmap

Based on the information gathered, we developed a detailed prototype with the most complete view of the functionality possible, covering all the relevant use cases. We then validated the solution with the internal product and development teams, prioritizing the essential aspects and separating the “nice to have” features for future iterations. This stage was crucial for structuring a clear roadmap, guaranteeing high-value deliveries for customers and organizing a strategic backlog of improvements.

Development and Implementation

Thanks to the solid planning carried out in the previous phases, the implementation took place in an agile and efficient manner, with strong collaboration between the product and development teams. Prior alignment ensured a smooth process with no rework.

Results and impact

After launching the functionality, we monitored its adoption and engagement, working together with the marketing team to promote it effectively. The feedback was extremely positive, highlighting the ease of use and the direct impact on improving knowledge management by users.

Due to the detailed and well-structured planning from the start of the project, the functionality was implemented without the need for any major post-launch adjustments.

The success of this project reinforces the importance of a well-conducted discovery process, strategic prototyping and continuous validation. The solution developed significantly improved the quality of the customer knowledge base, aligning it with best market practices and optimizing the user experience on Tiflux.