Background

• Project: Knowledge Base/Help Center
• Client: World Fuel Services
• My Role: Technical Writer
• Objective: Create a knowledge base/help center that hosts simple software tutorials for clients to successfully use fbo360 (platform that streamlines fuel operations)
• Stakeholders Involved: Web designers, business analysts, product managers, and client onboarding specialist
• Tools Used: ClickHelp

Process

1. Determine which knowledge base/help center platform provides essential features for clients (e.g., user-friendly interface, single sign-on authentication, search engine capabilities, video hosting, collaboration tools)
2. Engage with stakeholders to establish procedures that end users should know how to perform (e.g., initial setup, invoicing, inventory management, equipment setup)
3. Document procedures in ClickHelp by using actionable and useful content, visuals, and design elements (e.g., infotips, bullet points, images)
4. Highlight knowledge base progress during sprint review meetings by showing the development of new content and features
5. Receive feedback from team members and end users
6. Implement feedback and manage the implementation of content updates