The Scenario
A software company's "Billing & Invoices" Help Centre category is a mess. It has 15 articles with overlapping titles like "Invoices", "Where is my invoice", "Billing issues", and "Credit card update". Users can't find anything, so they just email support.
The Brief
Audit the list of provided article titles, consolidate them, and propose a new, clean Information Architecture (IA) for the Billing category.
Deliverables
- The "Messy List" (invent 12-15 confusing, overlapping billing article titles)
- Your proposed restructuring: group them into logical sub-categories
- Consolidation notes (e.g., "Merge article 3 and 7 into one called How to Update Payment Details")
- The final, clean list of 5-7 optimized article titles
Submission Guidance
Good KB management is more about deleting and merging than writing new content. Group by user intent (e.g., Setup, Troubleshooting, Admin).
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.