Session type:
Case Study

Session duration:
45 minutes

Presented by:

Richard Ingram


About this Case Study

Great product support content should primarily help users succeed. To do this, it needs to consistently prove its usefulness and clarity.

Upon joining Geckoboard, our Help Center lacked these qualities. I'll report on how a mixture of editorial leadership and content design methods led to big improvements in our self-service content.

About the Speaker

Richard Ingram has over a decade’s experience in the field of digital product, content and user experience. As a content strategist and information designer, he’s passionate about the role data science plays in designing content-rich experiences. Richard joined the Customer Success team at Geckoboard as a content developer last year to help revamp their self-service support content. Before that, he helped established brands, non-profits and start-ups alike to create and sustain web content that works, including Citizens Advice, Institute for the Future and Bus Éireann.

For the past 6 years, Richard has helped co-organise the London Agile Content Meetup, which successfully led to its own annual conference in the shape of agile content conf.


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