1. Readability and Formatting: 2/5
One notable aspect that surfaced during the review of Kontak Knowledge Base is the inconsistency in formatting across articles. While each piece is well-composed, individual authors seem to have their unique styles, leading to variations in information section formats, links, button names, calls to action, and callout elements. In a knowledge base, where users often have limited time to find information, this diversity can be perplexing. A standardized style guide customized to the company’s needs and adherence to it by all authors can eradicate this formatting variability, offering users a more intuitive and streamlined experience.
On a positive note, I appreciate the inclusion of headers and bullets in the articles. These elements significantly assist users in navigating through the content, making it easier for them to discover relevant information efficiently. However, the lack of consensus on where, when, and why to use headers and bullets persists.
As a general user, I encountered a hyperlink within the articles leading to the admin portal, only to be met with an “Oops. You’re not authorized to access this page” message. This experience contributes to a less-than-ideal user journey. Ensuring that all hyperlinks direct users to relevant and accessible content is pivotal for maintaining a positive user experience. Regularly validating and updating hyperlinks along with setting the right access levels will help eliminate such obstacles and refine the overall usability of Kontak knowledge base.
2. Media Integration: 2/5
Kontak articles effectively leverage screenshots and images to illustrate concepts and guide users. However, it’s crucial to address the significance of adopting a unique and standardized format for highlighting elements in screenshots. Diversity in highlighting styles can lead to confusion, especially when users are navigating through various articles. Implementing a consistent approach in highlighting elements not only improves clarity but also enriches the overall user experience.
Additionally, the presence of undisplayed images signals a potential gap in knowledge management. Regularly reviewing articles is essential to identify and rectify technical or human errors promptly, ensuring a seamless visual experience for users. Moreover, addressing the challenge of not being able to open screenshots in full-screen mode will significantly amplify visibility and comprehension.
On a positive note, I’m pleased to report the incorporation of video tutorials in some articles. This is a commendable practice as it amplifies user understanding and offers flexibility by providing the option to either watch a video or read the article.
3. Content Quality: 4/5
Ensuring the accuracy and up-to-date nature of the information in the knowledge base is pivotal. During the Kontak knowledge base review, one aspect that stood out was the frustration users may experience when encountering articles published by a “Permanently deleted user.” This can lead to confusion and a perception of outdated or unreliable content.
To address this concern, I recommend implementing a strategy to manage author information. When an author leaves the company, consider updating the author’s name to that of a current team member or explore the option of concealing the author’s name altogether. While the author’s name adds a personal touch, customers primarily seek information from the company rather than an individual.
Beyond verifying the accuracy of information, it’s equally crucial to consider the age of articles. Some content may have been published a long time ago, and users may understandably question its relevance to their current needs. This uncertainty can impact the trust users place in our knowledge base.
To address this, I recommend implementing an update management process within the writers’ team. Establishing a protocol for regular reviews and updates, particularly for older articles, ensures that the information remains current and aligned with evolving company practices. This proactive approach not only fortifies the credibility of a knowledge base but also instills confidence in users that the content they access is up-to-date.
4. Search Functionality: 4/5
I’ve observed that the Kontak Knowledge base excels in delivering highly relevant search results for the topics users are interested in. Additionally, the feature where the system suggests top article results upon entering a search term is commendable and aligns with industry best practices. This not only amplifies the user experience but also ensures quick access to valuable content.
One notable area for improvement is the absence of a spelling correction feature in our current search functionality. Including a spelling correction mechanism is essential to accommodate users who may make typos or spelling errors in their search queries. This ensures that even with minor mistakes, users still receive relevant results, contributing to a more user-friendly experience.
5. Usability and Navigation: 3/5
While Kontak knowledge base currently has a basic structure, there’s room for improvement to enrich the user experience. Considering the current two-category division for employees and customers, refining the structure by implementing access levels would offer a more tailored experience. This adjustment can conceal internal articles from customers, ensuring a streamlined and customer-focused navigation experience.
Furthermore, the “User Guides & Troubleshooting” category could benefit from a more detailed breakdown into specific and manageable categories with relevant folders. This strategic organization will make information retrieval even more efficient and user-friendly.
It’s great to confirm that Kontak knowledge base is mobile-friendly, allowing users to access information on the go.
However, during knowledge base review I’ve noted a limitation related to screenshots—currently, they cannot be opened in full-screen mode on mobile devices. Addressing this issue will significantly enhance the visibility of images, ensuring a seamless mobile experience for our users.
The inclusion of an option for users to provide feedback on articles is a positive practice. Leveraging user reviews and ratings provides real-world insights into the effectiveness of our content. I encourage our users to actively utilize this feature, as it not only helps the Kontak team understand the impact of articles but also enables swift identification and resolution of issues that customers may face. This feedback loop is invaluable for continuous improvement.
Conclusion:
In summary, addressing these aspects collectively will pave the way for a more user-centric, reliable, and effective knowledge base. Cultivating consistency, optimizing visuals, ensuring accuracy, refining search functionality, improving navigation, and actively engaging with user feedback are key steps. By taking these measures, we can shape a knowledge base that authentically aligns with the ever-evolving needs of our users.
If your knowledge base also needs a professional touch and optimization, consider our knowledge base and helpdesk optimization service.
