Leading Microcontent Development for Redesigned eFax App Using Whatfix

Overview

As part of a major redesign of the eFax web app, I led the creation and deployment of a new set of user-facing help experiences using Whatfix — replacing traditional FAQs and help articles with context-sensitive microcontent. I coordinated content planning, team writing, peer reviews, implementation, and analytics tracking to deliver a successful, high-impact launch.

🧩 The Problem

With a redesigned flagship app on the way, Consensus Cloud Solutions decided to replace its outdated documentation system with Whatfix, a digital adoption platform. This required:

Writing all new help content in a microcontent format
Training traditional tech writers to author short-form content (popups, walk-throughs, tooltips)
Creating display rules to control where and when help appears
Leveraging Whatfix analytics to measure user engagement and impact

As the Whatfix Lead, I was responsible for the entire content rollout and for responding to ongoing content needs from Product leadership.

💡 My Solution

I managed the end-to-end microcontent implementation, including:

Content Planning: Created a list of content pieces based on app structure and stakeholder requirements
Team Enablement: Shared microcontent writing guidelines, assigned writing tasks, and ran peer reviews
Implementation: Built display logic for popups, smart tips, beacons, and articles using Whatfix tools
Analytics: Set up detailed usage reports and spreadsheets to track user interaction and content performance
Collaboration: Fulfilled ad-hoc requests from Product for targeted content updates outside the normal dev cycle

✍️ Writing Guidelines (Applied Across All Content)

Keep writing concise (assume UI elements are partially self-explanatory)
Avoid screenshots, tables, or nested lists (due to space constraints)
Don’t reference other content pieces or topics. Instead, write each content piece to stand alone.

🧪 Representative Content

📢 Popups

Targeted prompts on first, second, and third login and at key pain points. Some include links to guided walk-throughs.

💬 Smart Tips

Inline guidance created to reduce confusion in specific workflows.

🔔 Beacons

Used to highlight underused features or direct attention to key tasks.

🧭 Walk-Throughs

Multi-step guides helping users complete key tasks like sending a fax. The GIF below shows the full walk-through users can complete when composing a fax for the first time. It demonstrates the interactive flow as users follow in-app instructions.

For those who prefer to read each step, individual images of each screen in the sequence are provided below.

📄 Articles

Embedded help articles triggered by page-specific display rules.

📈 Results

Help content has been viewed by hundreds of thousands of users
87% of users who completed the “Compose a Fax” walk-through rated it helpful
Walk-throughs accessed via popup CTAs had higher completion rates than those accessed through the Help widget
Product and Documentation teams now use engagement data to drive ongoing content improvements

This project showcases my ability to lead large-scale help content overhauls, build cross-functional systems, and deliver high-impact UX documentation informed by real user data.