Product Design : Knowledge Base Platform

Idea

For small companies who need to provide customer support with less development costs Knowledge Cat is a knowledge base platform that is fully customizable.

Unlike Document 360 or Service Now, Knowledge Cat provides a full customer support solution easy to integrate into an existing platform.

Product Roadmap

This is a simple Product Roadmap to illustrate the developments can can be done for the product. The first quarters represent the MVP. As it is a Knowledge Base platform, the main functionality represents the article management (creation, update, deletion, view) and ticket management (if the article read didn't response to their question, a customer should be able to create a ticket). A dashboard for the support team, to view the tickets and to respond to them, should be created. Small statistics such as the categories on which the tickets have been created are useful to know if more knowledge base articles will be needed so that the number of tickets raised will be reduced.

After delivering the MVP, the focus should be on enhanced knowledge offerings such as a webchat, a simple integration with the existing categories and a queue management for the support team, for example to prioritize the customer who has stayed the longest in the queue. Customized admin dashboard will help support team manage their work seamlessly.

A further integration with other applications such as Zendesk, Google Analytics, Hotjar, Crisp, Ms Teams can be taken into consideration.

When it comes to monetization, the app should be easily integrated with an existing website and as pricing, there can be different pricing plans depending on the number of support team members/users, the number of knowledge articles. An option to have support 24/7 on the platform accessibility and customization and for articles creation can be provided in the price plan.

Wireframes

Homepage

The homepage of the Knowledge Base application designed by myself, called Knowledge Cat, displays the list of articles grouped in categories (and the possibility to view all the articles within that category by clicking View all) and a search bar, so that the user can type the issue they are facing or the topic they want to learn more about and see if there are any articles on the subject.

Search result

The results on the issue or question typed by the user in the search bar found on the application's home page are displayed with the title of the article, the first 100 words and a link to read the article (Read more).

View article

This is the proposed design for article view. It displays the title of the article and its content. Under each article, the user can leave a comment and rate it 1 to 5 if it was useful.

In the right panel, a list of the articles from the same category is displayed, along with the number of views. This will help the user find quickly responses to any other questions on the same subject.

Live reply to comments on articles

The support team will be able to view the comment posted by the user and respond to it. This feature will help the other customers who have the same question to see the support response.

This article will be updated with new designs on Ticket Management, Dashboard/Statistics, so stay tuned!

Notes:

This is a fictional design produced by myself, any resemblance to actual applications is purely coincidental.

The views and opinions expressed here do not reflect those of my employer or any other 3rd party I might associate with.