Company: Codeweavers (Automotive SaaS)

Role: Content Designer & Technical Writer

Tools: Zendesk, Notion, Figma, HTML, Scribe

Context

Codeweavers helps car retailers and lenders deliver digital vehicle purchasing. With new products rolling out and user queries increasing, support teams were under pressure and clients often felt lost.

Challenge

We needed a scalable, clear support model that would reduce support load, enable client self-service, and support users through product changes—without creating friction.

My Role

I led the content design and coordination for a new Help Centre, working closely with product managers, support leads, and client teams.

What I did

• Audited support tickets to surface common friction points
• Created a new IA structure for help content, including onboarding and feature support
• Wrote 30+ knowledge base articles and created internal messaging guides
• Facilitated alignment between support and product for smoother content handoffs
• Embedded feedback loops for ongoing iteration