ONE-KEY™ News: We’ve Streamlined Support Articles. Here’s How!

We’ve recently updated how we approach creating support articles on ONE-KEY™ Support and wanted to inform you of these changes.  

Background 

Our app is supported on Android, iOS, and web-based devices. As such, we’re committed to providing support across all 3 platforms, ensuring that, whichever device you happen to be using, you’ll be able to access the support you need.  

Our previous process, you might recall, entailed adding a platform prefix to the title of each article. Ex: “Android: Add a Person” The below screenshot illustrates what these articles used to look like.

That said, our knowledge base is constantly evolving as we add new features, and organization of these articles needed to be addressed, as we feared that our content library would quickly become cumbersome to navigate. For example, when visiting many category pages, you’d have to click “See more” in order for all the articles under some subcategories to display; what’s worse, in some instances, when fully expanded, the sheer quantity of articles under each of these subsections made it difficult to find the specific article that users were looking for, almost like trying to find a needle in a haystack. 

Solution 

We came up with a new process to streamline how we document features in the app in support articles. Rather than creating a new article for every feature on every platform—in effect adding 3 new articles every time a new feature is released—we have instead created a process for documenting each platform in the same article. The platforms' prefixes have also been removed, as in, "Assign a Person."

The new process has been deployed across our knowledge base, with few exceptions: For example, where features exist only on one platform, like web reporting, in these instances, the old format has been retained. However, for most articles, we were able to apply this new process, resulting in cutting down the overall quantity of articles in the knowledge base by a considerable measure and making it far easier to find what you’re looking for.