Help center content
I worked on high-traffic help and support content, focusing on clarity, structure, and reducing avoidable support demand. My approach was consistent: surface the right information quickly, remove ambiguity, and design content patterns that scale.
Note: Due to the ever changing nature of this work, the content on these live pages might change or become unavailable after the last update of this portfolio.
Help center homepage - SoundCloud
The homepage surfaced common support topics and helped users navigate high-volume issues more easily.
My role
I contributed to the structure and content of the homepage, working closely with support, design and product teams to ensure accuracy and relevance.
Focus
Clear labelling and scannable structure
Prioritising high-frequency user issues
Aligning help content with product updates
Maintaining consistency across categories
Outcome
The page helped surface common issues more clearly and supported broader efforts to reduce unnecessary support tickets.
Uploaded track disappeared from profile - SoundCloud
A high-traffic help article addressing a common and often urgent user concern.
My role
I designed, wrote and iterated the article to clearly explain possible causes and next steps, working with support teams to reflect real user issues.
Focus
Structured troubleshooting steps
Clear explanation of likely scenarios
Calm, reassuring tone
Minimising ambiguity
Outcome
The revised structure helped users quickly understand what had happened and what action to take, supporting support deflection for a frequent issue.
The status blog was used to communicate maintenance updates and service disruptions affecting large numbers of users.
I led crisis communications across channels during incidents and downtime, managing and editing status updates to ensure clarity, consistency, and timely delivery.
Focus
Clear communication under time pressure
Consistent structure across updates
Transparent, steady tone
Coordinating messaging across teams and channels
Outcome
Provided a reliable communication channel during incidents, helping users understand what was happening and when to expect resolution.
