Heap Help Center.
Heap Help CenterA Redstamp success story.
Heap is a product analytics company focused on helping companies increase agility and drive product outcomes.
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How do you build a better product? This is the central question behind Heap, a leader in product data management and analytics. Powering some notable names in software like Twilio, Cloudflare, and Splunk, Heap’s data analytics solution empowers product teams to focus on what matters: uncovering how people interact with your product.
Need
How do you build a better product?
NeedThis is a notion Heap applies to their own customers as well. With a long customer journey and the support experience being a core part of that, Heap approached us to build their Help Center.
Their goal? To provide their customers and support team with a powerful and intuitive help system.
"Redstamp turned our vision for a brand-new Help Center from a dream to reality. They impressed me with a strong start by setting up a clear path to success with realistic milestones along the way."
Renee Carignan Documentation Strategist
Solution
Deciding the route.
SolutionFor customers to leverage the full power of their offering, Heap understands that they need to become a critical mainstay as customers become more familiar with the product and how to implement it. A crucial part of this is providing quick and effective support through a robust Help Center that offers self-service support and a searchable reference for both customers and support teams.
Of course, each of these audiences use the Help Center in different ways. Customers are more exploratory and open-ended with their use as they learn more about the product. Support staff are more targeted and precise as they quickly resolve customer issues. Heap needed a Help Center solution to support both scenarios.
Our strong design partnership with Heap meant we could ensure the Help Center had a consistent visual and user experience wholly integrated with their brand. It was critically important for Heap’s customers to move through the website into the Help Center seamlessly. To achieve this, we would deviate from the marketing site's styles to support scanning and searching longer-form content.
Result
Recognizing the destination.
ResultWe knew the powerful, block-based design system in WordPress we had previously built for Heap would support the needs of the new Help Center. Using existing styles and functionality within the same system, we could speed development, reduce training time for their documentation team using existing training and components and allow Heap to keep their efforts focused on building out content to support their help experience.
This also allowed us to build better experiences throughout the Help Center for customers and support staff. Ensuring each learning model enabled both broad and targeted learning through the use of a robust typography system paired with systematic taxonomies to provide each user group a clear path to critical information. These custom taxonomies included icons and descriptions and dynamically created landing pages and subpages that didn’t require any extra work for Heap’s documentation team.
“The team was a delight to work with, responding to messages and requests for updates lightning-fast and consistently delivering quality assets. Their expertise on all things brand, UX, content showed in everything they worked on.
The project went smoothly and was such a success, we ended up hiring them on for continued work. It can be tough to find a quality agency to work with, I would highly recommend Redstamp to anyone looking to develop an excellent site.”
Renee Carignan Documentation Strategist
By turning their Help Center into a destination that elevates the support and documentation experience it offers its customers, Heap provides them with greater access to what they need to learn about the product and a clear path to getting the most value out of their investment with Heap. And to make things easier, Heap uses a system that is already integrated into their marketing efforts.
