Knowledge Commons Support Site
Knowledge Commons Support Site
Creating more easily accessible support content.
Creating more easily accessible support content.
Knowledge Commons provides a space for researchers across disciplines to share their work on an open-access network.
Knowledge Commons provides a space for researchers across disciplines to share their work on an open-access network.
May 2025 to November 2025
Figma, WordPress
Group
Timeline:
Timeline: May 2025 to November 2025
Tools:
Tools: Figma, WordPress
Work type:
Work type: Group
Problem
Problem
The information architecture for the original site was difficult to navigate, and many of the support articles were outdated and formatted inconsistently.
The information architecture for the original site was difficult to navigate, and many of the support articles were outdated and formatted inconsistently.
Role
Role
I worked as a researcher for this project while also assisting in the design process and creating content in WordPress.
I worked as a researcher for this project while also assisting in the design process and creating content in WordPress.
Part One - Developing Knowledge
Part One - Developing Knowledge
The Originial Site
The Originial Site
To begin this task, I was given an outline for homepage layout containing six categories that the site's content should fall under. The site as it was was not organized into these categories, so to better understand the content we were working with, I created a site map based off of the outline while utilizing the current pages.
To begin this task, I was given an outline for homepage layout containing six categories that the site's content should fall under. The site as it was was not organized into these categories, so to better understand the content we were working with, I created a site map based off of the outline while utilizing the current pages.
Landscape Analysis
Landscape Analysis
I wanted to become familiar with effective ways to format a support site, so I conducted a brief landscape analysis on the support sites of popular companies to see how they organized content. I examined support sites for companies like Zoom, Apple, and Shopify. Additionally, I researched different types of support articles and how they should be formatted to be the most effective.
From this analysis, I learned about how support sites categorize information into more digestible buckets, and that the structure of the content should align with the goal of the content.
I wanted to become familiar with effective ways to format a support site, so I conducted a brief landscape analysis on the support sites of popular companies to see how they organized content. I examined support sites for companies like Zoom, Apple, and Shopify. Additionally, I researched different types of support articles and how they should be formatted to be the most effective.
From this analysis, I learned about how support sites categorize information into more digestible buckets, and that the structure of the content should align with the goal of the content.
Part Two - Organization
Part Two - Organization
Creating Templates
Creating Templates
I used Figma to create templates for the secondary and tertiary page levels. For the tertiary pages, I created four different templates to account for different content types, including how to articles, informational articles, and troubleshooting articles.
I used Figma to create templates for the secondary and tertiary page levels. For the tertiary pages, I created four different templates to account for different content types, including how to articles, informational articles, and troubleshooting articles.
How To Article Template
Informational Article Template
Troubleshooting Article Template
I worked with my teammate to categorize the existing content into our now determined content structures. While we did this, we also determined which pages could have combined content and which pages could be eliminated.
I worked with my teammate to categorize the existing content into our now determined content structures. While we did this, we also determined which pages could have combined content and which pages could be eliminated.
Part Three - Creating Structure
Part Three -
Creating Structure
Collaboration
Collaboration
I worked with my team to help upload the new content to the Support Site. One teammate created patterns in WordPress out of the templates I designed in Figma. This helped our team create cohesive and consistent pages. My other teammate utilized AI to reformat the content for the pages to match their corresponding templates while maintaining a consistent voice across the site.
To finalize this work, I created a new site map with the updated list of pages so we could determine the information architecture of the site with the updated content.
I worked with my team to help upload the new content to the Support Site. One teammate created patterns in WordPress out of the templates I designed in Figma. This helped our team create cohesive and consistent pages. My other teammate utilized AI to reformat the content for the pages to match their corresponding templates while maintaining a consistent voice across the site.
To finalize this work, I created a new site map with the updated list of pages so we could determine the information architecture of the site with the updated content.
Part Four - Reflection
Part Four - Reflection
This website restructuring was a fantastic exercise in information architecture. I was able to practice exploration methods of research such as landscape analysis and content auditing to inform the design and content decisions for this site. I enjoyed creating my own work to then collaborate with a team and expand upon my initial ideas. I hope to work on a site wide project like this in the future where I can use research to help support design.
This website restructuring was a fantastic exercise in information architecture. I was able to practice exploration methods of research such as landscape analysis and content auditing to inform the design and content decisions for this site. I enjoyed creating my own work to then collaborate with a team and expand upon my initial ideas. I hope to work on a site wide project like this in the future where I can use research to help support design.
Maren O'Connor
Contact me at: maren.k.oconnor [at] gmail [dot] com
Maren
O'Connor
Contact me at:
maren.k.oconnor [at] gmail [dot] com