User Guide and Product Documentation

Company: zavvie

Timeline: December 2024 - February 2025

Role: UI Design, UX Design, Writing, Research

Skills Used: Wireframing, interactive prototyping, UX writing

Background

  • zavvie’s Cash Portal platform is a home financing software for agents and loan officers that streamlines the home purchase process

  • Following my internship at zavvie, I returned part-time to design a user guide and write product documentation for the Cash Portal platform

  • The user guide acts as a resource for new users to become familiarized with the platform and its tools

Problem Statement

Clients considering signing up for Cash Portal must rely on live, scheduled demonstrations to explore and learn how the platform works. Following demonstrations, they must evaluate the platform’s benefits based on memory alone when deciding whether or not to sign up. The lack of additional informative resources introduces confusion and uncertainty into the purchase decision process, and may cause potential clients to overlook key advantages that Cash Portal offers.

Goal

Design a website with a simple and intuitive user flow housing a concise, informative walkthrough of Cash Portal’s tools. Build an experience that gives users the freedom to learn and explore in the style that is easiest for them.

Concept

  • Clean, simple zavvie subdomain with a visual language similar to zavvie’s main website

  • Potential to house multiple different user guides: The company aims to create documentation and guides for its other applications in the future

  • Language that is both informative and promotional, targeting users who are considering signing up for Cash Portal and who want to learn more

  • Simple, linear user flow with semi-ordered tutorials

    • Users can proceed through modules to learn the platform in its entirety

    • Tutorials can be browsed via a directory or searched individually, for users who are visiting the site for specific issues or questions

Home page of the HomeFAI Support subdomain, offering user guides/product documentation for different zavvie products

Home page of the HomeFAI Support subdomain, offering user guides/product documentation for different zavvie products

Home page of the Cash Portal user guide

Home page of the Cash Portal user guide

Example format of an article within the Cash Portal user guide

Example format of an article within the Cash Portal user guide

Directory allows easy access to all articles in the user guide

Directory allows easy access to all articles in the user guide

Outcome

  • Full UI/UX design of the HomeFAI Support subdomain

    • Responsive design for all computer screen sizes

    • Animated, interactive prototype

  • Completed Cash Portal user guide

    • 11 articles

    • Text with visual supplements: videos, GIFs, images

    • 30+ pages of instructional content

Business Opportunities

  • Increase subscriptions to Cash Portal by simplifying the purchase decision process

  • Reduce the amount of one-on-one customer support required to support new platform users

  • Free up company time, allowing tech and product department to focus on platform improvements and updates