Developer portal

Overview

Hola Cash is a SaaS payment OS company whose main goal is to make digital payments accessible to everyone. They work on a self-service integration model through the documentation posted on their Developer portal. In spite of the documentation being available to them, developers complained to Customer Support about not being able to:

Find or search for the information they needed at a glance.

Tell which integration was the right one for them.

Understand they had to create a Sandbox account to start live-testing their integrations.

The Developer portal’s original home page

Hypothesis

By optimizing the site’s content and Information Architecture we will reduce the number of tickets sent to Customer Support and increase the number of Sandbox accounts created.

Implementation

Research 🧪

The research was split between 1 UX designer and me. I performed a general competitor analysis with 4 different documentation sites, where I evaluated 3 main points:

Home page content and presentation

API Documentation search

We gathered and analyzed all existing user feedback from Customer Support and the PRD. Now it was time to either discard or sustain our assumptions, so we interviewed 4 developers who had already used the documentation. This was a long and tiring process due to the amount of bureaucracy involved, but we succeeded by reminding the stakeholders about the power and importance of user research. 🙌🏻

Execution 🔨

We then began to map out the product roadmap and define our action items. The UX designer created wireframes for the new design proposal and I conducted a content audit and optimized the site’s Information Architecture. Luckily, I had already defined our Voice and Tone which simplified the task of optimizing and writing new copy. Long story short, I was in charged of:

Optimizing H1 and intro body

Adding a “Log in” button

Writing microcopy for the new search bar

Optimizing overall content hierarchy

Optimizing the copy for the integrations section with the proper CTA’s

Adding a new “Create Sandbox account” section where I explained the benefits and closed with a CTA

Optimizing the Tutorials section where I added a brief copy describing use cases for each tutorial

AB test the preliminary content and optimize it according to results.

Here’s what the final mockup looked like:

Results

During the 5 months this project to complete, I was able to:

Reduce first-time integration tickets sent to Customer Support by 15%

Increase the number of Sandbox accounts created on first-time visits by 25%

Learnings

I really enjoyed working on this project. The opportunity to simplify complex user flows and copy was a welcome challenge. The scope of the project quickly grew much larger than what we expected, making it an invaluable experience for learning how to work with a growing amount of required research, writing, and collaboration with all members of the Product, Marketing, and Engineering team.

I had to push through problem-solving blocks and learn new concepts quickly, which is something I quite enjoy as it keeps me constantly motivated to be better.

Thanks to this project I've become better at researching, writing, collaborating, and advocating for the importance of design. Above all, this project really consolidated my confidence as a UX writer.

⬅️Go back