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In a Nutshell
TOTVS is the largest IT company in Brazil. It provides solutions varying from database to cash registering and from ERP to CRM.
TOTVS CRM was the branch of the company I debuted my career in. During the trainee program, I had the opportunity to work with other designers to deliver UX modifications proposals, many of them that did make the final product.
This page, however, describes a significant, project developed by me solo, in separation from the team: the writing of more than 300 articles for TOTVS CRM’s Help Center.
The Project
Although a trainee, because of my writing skills, the Senior UX Designers recommended me to the Customer Support team to for the task of writing the documentation of the CRM’s main features. The idea was to create a Help Center from scratch.
Back then, there was a domain, an already functioning web page and a couple of published articles with no particular pattern whatsoever. Most described some of the CRM’s journeys that demanded a slightly higher level of user expertise to be navigated; others lectured users on how to implement the CRM culture into their businesses; and finally, there were some that offered other products by Wealth Systems, the company in which I worked and that was later bought by TOTVS and integrated as one of its branches.
TOTVS CRM. The best CRM in Brazil.
Development
The initial process was roughly Design Thinking: that is to say, using all the methodology and research techniques I’ve passed the last few months learning to create an article template easy enough to be understood by non-experts.
No Help Center should have as its goal the documentation by itself. The final reader must be the main priority.
It was with that in mind that I started benchmarking the main Help Centers available: Google, Facebook, Twitter, etc. The benchmark was enough to stablish the requisites for the new template, taking into consideration that it had to be friendly with ZenDesk texting guidelines, where it would be uploaded:
Google, Twitter and Facebook help centers'.
After researching, I started writing. The process was complex: 5 months navigating through all the pages of the CRM and detailing their features in a simple and comprehensible way.
After all, the task of translating all the articles from Portuguese to Spanish was accomplished by another employee. Notwithstanding, I became full time invested in translating all the documentation from Portuguese to English.
Results
By coincidence, the project was finished by the time I left TOTVS. My departure was marked by the certainty of having helped the Customer support team, that now on, with their brand-new Help Center, could save hours by the phone with customers simply by telling them which article to read in order to solve their problem.
In addition, from this moment on, TOTVS CRM was finally complying with the 10th Nielsen Heuristic, with regards to documentation and available means of help to the user.
