SAAS SOFTWARE / USER ENGAGEMENT / USER SUPPORT

Venminder – Revamping the SaaS Support Center for Enhanced User Experience

To reduce friction and improve product engagement across our SaaS platform, I led the creative overhaul of the Venminder Support Center, ensuring documentation and training materials were accessible, actionable, and embedded in the user flow.

    • Redesigned the SaaS Zendesk hosted support center UI and restructured content by module for easier navigation

    • Built a video library of quick tutorials to support onboarding and complex tasks

    • Introduced interactive walkthroughs to guide users through high-friction areas

    • Refreshed onboarding docs and support branding

    • Embedded support resources within the platform to keep users in context

    • Redesigned onboarding documents and customer support branding

    • Adobe XD

    • Zendesk

    • Premiere Pro

    • Ceros

  • In SaaS, support isn’t just about answering questions—it’s about empowering users through timely, structured, and multi-format guidance. Combining embedded help, live training, and simplified content builds trust, drives adoption, and scales the user experience.

The Challenge

Users were struggling to locate help articles, and the content was often too long and hard to read. The structure lacked clarity, and support wasn’t easily accessible within the app. This caused frustration during onboarding—especially during vendor setup—and limited self-service success.

Key Initiatives

I restructured the entire support hub by organizing content by module and task type. The UI was updated for clarity, consistency, and faster scanning, making it easier for users to find relevant documentation.

Simplified Help Articles
Long, dense help articles were broken down into shorter, scannable sections with improved formatting and writing. This made content easier to digest and more actionable for users.

Live Training Program
I led the launch of a branded Live Training page featuring monthly interactive sessions for new and existing users. The program was designed to reinforce onboarding, highlight new features, and provide real-time Q&A. All sessions were recorded and integrated into the support center for on-demand access.

Support Center Redesign

support center - 5.png
support center - 4.png
support center - 1.png
support center - 3.png
support center - 2.png

To improve accessibility and reduce friction, we revamped the in-app support experience for both new and active users.

  • Noticed users weren’t finding articles on their own, especially new or infrequent users

  • Introduced a curated Getting Started guide to surface key resources early

  • Redesigned the in-app widget with a cleaner layout and better content hierarchy

  • Embedded walkthroughs, videos, and help articles directly in the widget

  • Revamped help center structure to better support active users with clearer navigation and module-based organization

This ensured that users could get immediate, in-context help without leaving the SaaS platform.

In-App Widgets Overhaul

help center - 4.png
help center - 3.png
help center - 2.png
help center - 1.png
custom dashboard guide.gif

To improve first-time user experience and accelerate adoption, we introduced short, task-focused videos to complement the broader support library.

  • Identified vendor setup as a key onboarding blocker for new users

  • Partnered with onboarding and support teams to script and produce <3-minute tutorials

  • Focused each video on critical, high-friction tasks

  • Embedded videos directly into the platform for just-in-time learning

  • Resulted in faster time-to-value, smoother onboarding, and higher early adoption across all three products

Adding Quick Tutorial Videos

  • 25% reduction in repetitive support tickets related to onboarding and platform navigation

  • Faster onboarding experience, with users completing setup steps in less time

  • Increased user satisfaction scores, especially around platform ease-of-use and support accessibility

  • Strong attendance and engagement in monthly training sessions, leading to better feature adoption and retention

Results

Explore my work at Venminder—from branding to product design, engagement, and support.