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Mirren Direct-Help Scout Knowledge Base
Creating a More Intuitive Support Experience Through Design & Structure
Mirren Direct provides training, resources, and professional development opportunities for agencies across the marketing, advertising, and communications industry. As their content library continued to grow, they needed a more effective way to organize information and create a better support experience for their members.
Our team partnered with Mirren to create and transform their Help Scout Docs platform into a branded, intuitive, and user-friendly knowledge base that makes finding information faster & easier.
The Challenge
Mirren had accumulated a large volume of valuable content over time, but the information lacked a clear structure and organization system. Users often struggled to locate the resources they needed and the Mirren team frequently found users coming forward with the same kind of support requests.
When aligning on a Help Scout Docs site to serve as a knowledge base, the default experience provided limited customization options. The platform felt disconnected from the Mirren brand, lacked visual hierarchy, and offered a navigation experience that made it difficult for users to browse content efficiently.
Mirren needed a solution that could bring order to their growing knowledge base while creating a more polished and professional user experience.
Before
After
The Strategy
The project began as a request for a traditional FAQ page. However, after evaluating Mirren's growing library of resources and support content, we recognized that a standard FAQ page would quickly become difficult to manage and navigate as the content expanded.
To create a more scalable and user-friendly solution, we recommended implementing Help Scout Docs as the foundation for a dedicated knowledge base rather than a traditional FAQ page. This approach provided greater flexibility for organizing content, improved search functionality, and a framework capable of supporting future growth. Working closely with the Mirren team, we then developed a thoughtful information architecture that reorganized extensive content into clear, intuitive categories and pathways, making it easier for users to quickly find the information they need while creating a more streamlined overall experience.
The Outcome
The result was a fully customized knowledge base that transformed how users interact with Mirren's support resources.
With a cleaner structure, improved navigation, and a branded user experience, members can now find answers more quickly and confidently. The updated platform provides a professional extension of the Mirren brand while making ongoing content management significantly easier for the internal team.
