Embedded Files
⛯ Support Scalability & Self-Serve Ops
🌐︎ Cross-Functional Program Leadership
IN-APP SELF-SERVE FRICTION REDUCTION INFLUENCE WITHOUT AUTHORITY PRODUCT ALIGNMENT PRODUCT USE CASES UX CHANGE MANAGEMENT
The Challenge
Resources were buried on the home screen rather than where creators needed guidance during building, which became a critical user roadblock during transitional updates.
Key Learnings
Help is most effective when contextual and proximate to the user's current task.
Goal & Objectives
Move help/documentation access to context of use
Improve discoverability of key onboarding resources
Reduce support tickets related to basic navigation and use
My Role & Approach
Advocated through prototypes, data, and direct conversations with product/CPO; aligned content strategy with in-app needs.
Key Deliverables
In-app docs links in creative mode for change management
Curated home-screen resource recommendations for adoption and skill growth
Optimized documentation and video media for in-app consumption
Results & Impact
Successfully influenced in-app documentation links placement in the creative editor, putting self-serve resources where friction was highest
Optimized home-screen resource curation to improve discoverability and onboarding success
Reduced repeat questions on basic navigation and common tasks
Contributed to lower support load by moving help to the context of use
Tools & Technologies
Figma, Notion, Slack
Collaboration Highlights
Product owners, engineering, and creator program team
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