Improve your Knowledge Base Design

According to research, 94% of website user’s first impressions are design-related. Every company across the world puts in a lot of effort in designing their website. Why? Because good design is visually appealing and comforting. It gives a personality to the company and makes communication better. The “Look & Feel” is a popular term that is used to define the appeal of a webpage or an app. But what does “Look & Feel” actually mean?

The visuals of your webpage make your company’s persona. Whatever user interaction that happens on the user’s screen, whether it is a visual interaction like the color of your font or an action like clicking of a button, all of it falls under the bracket of “look and feel”. Now let us talk about the look and feel individually. 

“Look” is the visual interaction between the user and your webpage. Everything from the layout, color palette, fonts, and overall styling fall under look. 

Even though a website is not a physical object, users can “Feel” the website through the responses of a button, scroll movements, sound effects, load time, etc. 

A combination of the right Look and Feel is required to Make Your Webpage Great (Again)!

Why do you need to improve the look and feel of your KB?:

Your Knowledge Base is a very important page for your customer support. If you want to know why you need to move from your FAQs to a Knowledge Base, you can check it here. A lot of customers seeking quick solutions would be the active visitors of your Knowledge Base. It is essential to have a satisfactory Look and Feel for your Knowledge Base and it’s article pages for better customer experience. According to research, it takes only 50 milliseconds (faster than the Flash’s blink or something like that) for users to form an opinion about your website. Having a good look and feel of your pages would let your customers engage with the article page rather than trying to reach your support team directly for help saving hours in support time.

How to improve?: 

  1. Appearance: The appearance of your webpage is what captures the attention. The choice of color, fonts, and templates should reflect the persona of your company and customers must be able to recognize your company online. If you are creating Knowledge Base content for Stark Industries, your colors can’t be pink and yellow. (Important Note: Never Use Comic Sans as your choice of font. EVER.) Make sure your font can be read on any browser, high contrast like a black font on a white background or vice versa is recommended.
  2. Structuring: Make sure that your article page is structured in a proper manner. By structuring, we mean that the different elements of the page must be kept in very specific positions to optimize the usability of the features. It must be easily navigable and if there are a lot of elements involved, a browser or search bar on the home page helps in structuring
Example of a well structured Knowledge Base with sections and search bar
  1. Speed: Another thing that will put off your customers is not being able to see parts of the article. Because your articles will contain images, GIFs, and videos, it is best to make sure the load time isn’t too much. Make sure that the obvious information is shown immediately. As they say, every second on the internet waiting for something feels like an eternity. You can check your page speed insight using Google PageSpeed Insights. So before you use your fancy graphics and animations, make sure your site loads in the minimum time possible.
  2. Mobile Version: Navigating through the internet has changed over the years. It is highly likely that your customers are going to check for solutions on your Knowledge Base using their mobile phones. If your site isn’t optimized for a mobile screen, it becomes really tough for your customers. Make sure that your website performs well on any screen without reduced functionality.
  3. Customer Feedback: It is very important for you to let your webpage interact with your customers. Your customers must be able to search for your articles, view related articles, give feedback, and share them on their social media. A chatbot or live chat option would help your customers directly jump to a chat if they have more questions about the article.
Example of a good article page with related articles, tags, attachments and share buttons

While the Look & Feel is the scaffolding for the Knowledge Base Article, the content is where the real value is. Some people might even suggest that beautifully written articles are much better than beautifully looking articles. It is best to put an equal amount of effort into both the visuals and the content. You can even amp up your article by making use of videos and GIFs

Now, you deserve an amazing Helpdesk that you can self-service and one that has a Support center and knowledge base software that is beautiful and customizable. *Abracadabra, poof 🔥🎩* you deserve HappyFox Helpdesk. Sign Up for a one-on-one Demo today!

Chintan Jain

Chintan is a Video Producer at HappyFox and a big fan of comedy. Chintan also types a lot in the third person.