BEFORE: Seller categories & topics
The two-sided marketplace had a very Buyer-oriented Help Center despite its user base being roughly 50/50 Buyers & Sellers. With only two seller-focused categories (Selling and Earnings), here is the view of the various topics available in the Selling section.
BEFORE: faqs in a Selling category
After selecting the first topic ("Using...") in the Selling section, here is the next screen.
Data showed the answers to these basic account questions were some of the least viewed pages of the Help Center.
AFTER: Seller categories & topics
I redesigned the categories based on journey mapping and analysis of customer contacts and feedback.
I also separated pre- and post- sale info into the "List From Your Closet" and "Confirm Your Sale & Ship" categories. Additionally, the "List ..." category starts with a high-level overview section on how the process works, then addresses the particulars of posting
AFTER: faqs in a Selling category
After selecting the first topic (How Selling Works) in the "List From..." section, here is the next screen.
A substantial pain point discovered throughout numerous customer contacts and satisfaction surveys was a lack of a single place for an overview of the selling process.
BEFORE: Dos and Don'ts
I made copy updates throughout to align with the company's updated Style Guide - which meant getting rid of this especially stiff-sounding topic.
Additionally, the questions about what can and can't be sold were awkwardly placed between shipping and canceling info.
AFTER: Dos and Don'ts
Because these were truly the most-asked questions as customer service data and feedback showed, these pages became some of the most commonly viewed in the Help Center and contributed to improved seller satisfaction.
BEFORE
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All FAQs concluded with "Still no luck?" This was awkward in the context of certain articles, and in this case, it didn't inspire faith in policy, either.
AFTER
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My new ending works broadly across the Help Center - plus, there's a conversational tone here instead of an inference that something's wrong. I also added a period to make the second point an actual sentence, which feels more confident.