A redesigned knowledge management tool for Dixa - the customer friendship platform.
When the Elevio product and team were acquired by Dixa in 2021 we took the task of rebuilding our knowledge management features into the new platform as an opportunity to elevate the quality of our product offerings.
About the Project
This MVP for the knowledge management features in Dixa was completed in 12 weeks, with the majority of the design work being completed in the first 4 weeks. I was the Product Designer working in a cross-discipline team with Product Managers, Developers and Testers.
Our main goal was to reproduce the critical features of Elevio inside of Dixa to create and all-in-one customer support and knowledge platform, unlocking more convenient and powerful tools to give customers best-in-class support.
Understanding Our New User Base
As we were transitioning from a small Australian startup to being a part of a larger European enterprise software company, we were aware that we would have a whole new audience to understand and serve.
Working with a UX Researching already inside Dixa, I made modification to the existing user personas and added new personas to highlight knowledge-specific objectives and challenges. During this research we learnt that while the scale of the audience and it's needs had increased, the underlying desires remained the same.
Defining How We Fit Into the Platform
Working with the entire Knowledge Team, and coordinating with domain experts from other teams inside Dixa, I created User Journey Maps to discover what areas of the platforms our feature would touch on.
We used these to define what features we would need to build from scratch, and what feature of Dixa we could repurpose for our needs. We also identified opportunities for new features that we couldn't achieve before as an external integration, like created automated, knowledge driven responses to customer request.
Exploring New Approaches
The task of rebuilding our knowledge management platform in a new codebase presented us with an opportunity to reinvent our systems. We explored the possibilities through brainstorming sessions, whiteboard meetings, sketches and prototypes. Meeting and collaborating online and in person to quickly iterate and test concepts, and validate possible design and technical directions.
I distilled these many fantastic concepts into wireframes and a low-fidelity prototype in Figma. I improved upon the previous creation and management tools by introducing new interaction patterns for drag-and-drop editing to speed up common tasks like reordering Articles. We also made a clearer delineation between our management and delivery tools process by introducing the concept of "Collections", that would allow a group of content to be served to multiple end-points.
Designing Our MVP
With the groundwork laid to understand our customer needs, and our own internal goals, I created the finalised design concepts for our MVP in Figma. The new designs married our features with the design aesthetics and branding of Dixa. This work included creating designs for our Knowledge Management screens and Article Editor, as well updating, and contributing new components, to the Dixa Design system.
In the end we successfully achieved our goal of recreating our features inside of the Dixa platform in a way that felt truly native to Dixa. We also improved upon our existing product offerings with new features including: drag-and-drop organising, inline meta information editing, batch updating, and a new block-based article editor.
