Turning recurring support questions into a scalable learning experience
Role: Product / UX Design
Scope: Information architecture · Content strategy · UX writing · Onboarding · In-app education · Feature enablement
Audience: Operators · Production managers · Customer teams · Sales · Marketing
Languages: English · French · Spanish
Scope: Information architecture · Content strategy · UX writing · Onboarding · In-app education · Feature enablement
Audience: Operators · Production managers · Customer teams · Sales · Marketing
Languages: English · French · Spanish
The opportunity
We weren’t just getting support tickets. We were seeing a product education problem.
Customers repeatedly contacted Support with questions like:
“How is this KPI calculated?”
“Why does this number look different?”
“How does OEE work?”
“How do I use this feature?”
“Why does this number look different?”
“How does OEE work?”
“How do I use this feature?”
Each question required a human answer. But the underlying problem was bigger:
Users needed a better way to understand the product without depending on Support.
That became the starting point for what eventually evolved into the Worximity Academy / Resource Center.
The challenge
The challenge wasn't simply to create documentation.
We needed to build a resource that could support users across the entire product journey:
Understand → Learn → Onboard → Adopt → Discover
And it needed to work for very different audiences — from operators using the platform on the production floor to managers analyzing KPIs, as well as internal teams communicating new product capabilities.
The design evolution
01 Explain the numbers
We started with the questions customers were already asking.
We documented:
-KPI definitions
-Calculation formulas
-Data logic
-Production concepts
-OEE and related metrics
The goal was to make the platform's calculations transparent and understandable, rather than simply presenting users with a number.